measuring top tasks: #fusionmex presentation gerry mcgovern
DESCRIPTION
Presentation of Gerry McGovern for #fusionmex Antwerp 2011 on measuring customer top tasks.TRANSCRIPT
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Tasks Pie Chart
Country surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication
online for f…
611
49
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A B
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“Just get rid of the crappy stuff and focus on the good stuff.”
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© 2011 - Customer Carewords Ltd 12 April 2023 15
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Telenor – 87% reduction of pages
Total pages reduced from 4,000 to 500
Conversion rate 100% up Emails to customer service
down by 35% (key channel) Customer satisfaction ratings up
16
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© 2011 - Customer Carewords Ltd 12 April 2023 17
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2 enquires a week
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180
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$20 M$1 M
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#3 Hide Pages from Search
Sum / add a number
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Cultof
VOLUME
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34%
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Tasks Pie ChartCountry surveys / reviews / reports
Compare country statistical data
Statistics on one particular topic
Browse a publication
online for f…
611
49
Top 25%
26-50%
51-75%
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What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009?
Median time on task (sec) =
215
Optimal time on task (sec) =
81
Task Performance
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Subscribers and readers at subscribing institutionsGovernment officials with accounts Accredited journalistsNon-subscribers: browse online version for freeNon-subscribers: purchase a copy
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CONTINIOUSIMPROVEMENT