Measuring Top Tasks: #fusionmex presentation Gerry McGovern

Top Tasks Measurement

Antwerp, Dec 2, 2011

Gerry McGoverngerry@customercarewords.com

www.customercarewords.com

Tasks Pie Chart

Country surveys / reviews / reports

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online for f…

611

49

A B

“Just get rid of the crappy stuff and focus on the good stuff.”

© 2011 - Customer Carewords Ltd 12 April 2023 15

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

© 2011 - Customer Carewords Ltd 12 April 2023 17

2 enquires a week

180

$20 M$1 M

#3 Hide Pages from Search

Sum / add a number

Cultof

VOLUME

34%

Tasks Pie ChartCountry surveys / reviews / reports

Compare country statistical data

Statistics on one particular topic

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online for f…

611

49

Top 25%

26-50%

51-75%

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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