So Many Conversations, So Little Clarity

This course helps you track what matters in your messaging platform.

  • Learn the top KPIs that matter for asynchronous and real-time messaging.

  • Get tools to assign accountability for messaging performance and CX outcomes.

  • Use a rollout framework to implement new KPIs across chat, SMS, and in-app tools.

  • Access templates and dashboards built for messaging environments.

  • Leave with clarity, confidence, and a messaging KPI playbook.

Inside This Course: Smarter Messaging, Measured Right

Get the KPIs, frameworks, and tools to manage modern messaging support.

    1. ๐Ÿ“’ 1.1 KPIs Agents Control vs. KPIs Managers Drive

    2. ๐Ÿง  1.2 Practice Exercise: KPI Accountability Mapping โ€“ Whoโ€™s Driving Results?

    3. ๐Ÿ“’ 1.3 KPIs for Executives

    4. ๐Ÿง  1.4 Practice Exercise: Executive KPI Translator โ€“ Turn Metrics into Strategic Insights

    1. ๐Ÿ“’ 2.1 Messaging KPIs

    2. ๐Ÿ’ผ2.2 Case Study: How Mouser Electronics Transformed Customer Service ๐Ÿš€

    3. ๐Ÿง  2.3 Practice Lesson: Apply What You Know โ€“ Messaging Support KPI Scenarios

    1. ๐Ÿ“’ 3.1 Setting the Stage for KPI Rollout

    2. ๐Ÿ“’ 3.2 Communicating & Training for KPI Success

    3. ๐Ÿ“’ 3.3 Monitoring, Coaching & Optimizing KPIs

    4. ๐Ÿง  3.4 Practice Exercise: KPI Focus Toolkit for CX Leaders

    1. ๐Ÿ“’ Mastering CX Metrics

    2. ๐Ÿ“– Download Your Workbook

About this course

  • $39.00
  • 13 lessons
  • 0.5 hours of video content