Not All Deflection is Good Deflection

Master the KPIs that actually indicate successful self-service.

  • Learn which KPIs matter most for self-service tools like help centers, chatbots, and FAQs.

  • Get frameworks for measuring deflection without damaging CX.

  • Assign accountability across product, CX, and content teams.

  • Roll out performance-based content and automation improvements.

  • Leave with a self-service KPI dashboard template and rollout playbook.

Inside This Course: KPI Clarity for Customer-Led Support

Short, actionable lessons to help you scale self-service the smart way

    1. 📒 1.1 KPIs Agents Control vs. KPIs Managers Drive

    2. 🧠 1.2 Practice Exercise: KPI Accountability Mapping – Who’s Driving Results?

    3. 📒 1.3 KPIs for Executives

    4. 🧠 1.4 Practice Exercise: Executive KPI Translator – Turn Metrics into Strategic Insights

    1. 📒2.1 Self-Service Support KPIs

    2. 💼 2.2 Case Study: Trimble Deflects 73% of IT Tickets with AI Assistant “Genie”

    3. 🧠 2.3 Practice Lesson: Apply What You Know – Self-Service KPI Scenarios

    1. 📒3.1 Setting the Stage for KPI Rollout

    2. 📒3.2 Communicating & Training for KPI Success

    3. 📒3.3 Monitoring, Coaching & Optimizing KPIs

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

    1. 📒Mastering CX Metrics

    2. 📖 Download Your Workbook

About this course

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