What frameworks exist for measuring customer service effectiveness beyond simple customer satisfaction metrics?0
We rely on overall customer satisfaction scores to measure customer service performance and are looking for a more detailed set of metrics to help identify improvement opportunities.
No. In fact, there is research that suggests that employee incentive programs are often counterproductive (see "Why Incentive Plans Cannot Work" article link). Given that motivating employee performance is used as the typical justification for employee incentive programs, check out "The Power of Small Wins" article link for an overview of some research on how progress/achievements are the real motivator at work. Unfortunately, employee incentive programs are so deeply embedded in most corporate cultures that it may be nearly impossible (and even career limiting) to persuade management in your organization to make radical changes. https://hbr.org/1993/09/why-incentive-plans-cannot-work https://hbr.org/2011/05/the-power-of-small-wins