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Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)

Jeff Rumburg (Managing Partner , MetricNet LLC)

Location: Room 319

Date: Wednesday, April 11

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Putting Metrics To Work

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

In 2016, Southwest Airlines' service desk faced a number of serious challenges. Costs were above average, service levels were poor, the adoption rate of chat was near zero, and agents had no career path. A benchmark revealed that their metrics discipline was at the root of many of these challenges. Fast forward a year and you’ll find that Southwest now has one of the best performing service desks in the industry. By maturing their metrics, they’ve reduced costs while improving customer satisfaction, first contact resolution rate, service levels, and agent job satisfaction. Moreover, chat now represents more than 30% of their ticket volume, and agents have a well-defined career path! This case study session illustrates how Southwest leveraged metrics to close performance gaps and achieve world-class performance in less than 12 months.