TECHNOLOGICAL METHODS OF TRACKING THE EFFICIENCY OF THE WORKFLOW AS A TOOL FOR THE DEVELOPMENT OF CUSTOMER SERVICE IN THE COMPANY

Potekhin Sergey Alexandrovich

The purpose of the study: to study various methods of evaluating the effectiveness of employees in the customer service and to form a universal system of recommendations for tracking the workflow. The key KPIs of the client service employees are identified, and methods for monitoring the effectiveness of the workflow are highlighted. A study was conducted on the relationship of performance indicators, a list of metrics was formed that should be used when preparing an employee development program, as well as their adaptation in the company.

Keywords:employee performance tracking methods, customer service, feedback, technological solutions, 360 degree survey, employee KPIs