OKR template to improve CX across the agency

public-lib · Published over 1 year ago

Your OKR template

The OKR aims to make a comprehensive improvement in customer experience (CX) across the company. The primary objective is to reduce the average response time for customer queries by 20%. This goal can be achieved by implementing a ticketing system, analytically detecting and resolving bottlenecks, training the customer service team, and streamlining internal processes.

The next objective is to hone employees’ communication skills through targeted and ongoing training programs. This initiative involves providing support resources like online courses, developing training modules, assessing skill areas that need enhancement, and organizing workshops for practical communication exercises.

The achievement of a high Net Promoter Score (NPS) of 9 or above is the third objective of the OKR. This agenda involves meticulously analyzing client feedback, kickstarting a customer loyalty program, regular NPS surveys, and amplifying the quality of customer service training to strengthen client relationships.

The final objective is to amplify customer satisfaction scores by 10% through frequent feedback surveys. The action initiated includes periodically sending out feedback surveys, creating a concise online survey with targeted questions, optimizing processes based on customer feedback, and developing a system to effectively analyze and track this data.

ObjectiveImprove CX across the agency
KRReduce average response time to customer inquiries by 20%
Implement a ticketing system to track customer inquiries and responses
Regularly analyze response data to identify bottlenecks and implement necessary improvements
Train customer support team on effective communication and problem-solving skills
Streamline internal processes to minimize handoffs and improve response efficiency
KRImplement a new training program to enhance employee communication skills
Provide ongoing support and resources such as online courses or mentors to reinforce and enhance communication skills
Develop customized training modules targeting identified areas of weakness in communication skills
Identify areas of weakness in employee communication skills through assessments and evaluations
Schedule and facilitate interactive workshops and role-playing exercises to practice effective communication techniques
KRAchieve a Net Promoter Score of 9 or above from client feedback
Analyze client feedback to identify areas for improvement and determine specific action plans
Establish a customer loyalty program to incentivize and reward clients for their continued support
Implement regular NPS surveys to gather client feedback on a continuous basis
Enhance customer service training program to improve communication and relationship-building skills
KRIncrease customer satisfaction ratings by 10% through regular feedback surveys
Regularly send out the feedback survey to all customers after their interactions
Create a short and simple online feedback survey with targeted questions
Use the insights gained from feedback surveys to make necessary improvements and adjustments
Implement a system to analyze and track customer feedback data efficiently

Use in Tability

How to edit and track OKRs with Tability

You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.

Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.

With Tability you can:

Use AI to draft a complete set of OKRs in seconds
Connect your OKRs and team goals to your project
Automate reporting with integrations and built-in dashboard

Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.

The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.

Step 1. Sign up for a free Tability account

Go tohttps://tability.app/signup and create your account (it's free!)

Step 2. Create a plan

Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.

Step 3. Use the magic importer

Click on Use magic import to open up the Magic Import modal.

Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.

Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!

Now, just click on Import from text and let the magic happen.

Once your example is in the plan editor, you will be able to:

Edit the objectives, key results, and tasks
Click on the target 0 → 100% to set better target
Use the tips and the AI to refine your goals

Step 4. Publish your plan

Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.

From there you will have access to all the features that will help you and your team save hours with OKR reporting.

10+ built-in dashboards to visualise progress on your goals
Weekly reminders, data connectors, and smart notifications
9 views to map OKRs to strategic projects
Strategy map to align teams at scale