by Brianne | Jan 20, 2025 | Customer Service, Customer Service Strategy
You can’t improve what you don’t measure. This in-depth guide covers the seven essential customer service KPIs — including CSAT, NPS, First Contact Resolution Rate, and Customer Effort Score — with benchmarks, formulas, and practical advice for setting goals that drive real performance improvement and long-term customer loyalty.
Part 1: Real Learning
I look to illuminate paths so leaders and teams can move ahead with intention and achieve success. With more than 15 years of experience in leadership and organizational development, I design and facilitate impactful experiences that address the real challenges people face in their everyday work and team dynamics. I have led large-scale transformational leadership initiatives, partnered with executive teams to align development with strategy, and coached leaders at all levels across corporate, higher education, and sport.
Part 2: Real Fun
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Part 3: Real Results
I’m excited for the amazing opportunity that Bonfire has created for me to combine all that I’ve learned across my different professional experiences and bring it to the work we do each day. Every client, team and challenge gets my curiosity, creativity, and commitment to find out what really moves the needle for them. Being able to collaborate and deliver with such a wonderful team, brings me joy every day.
Part 1: Real Learning
I graduated from Ball State University in December 2023 with a Bachelor of Business General Studies. The program’s flexibility was perfect for me since I have many interests and couldn’t decide on just one specific area. I like to think I embody a unique mix of creativity, curiosity, and precision, approaching everything I do with intention and care. I’m passionate about creating—whether it’s a new idea, experience, or project—and I’m always excited to learn something new. I enjoy diving into different things and am a lifelong learner who’s meticulous about my work. Throughout my time at Ball State, I explored a variety of business disciplines and tailored my coursework to fit my evolving interests. This diverse approach aligns with my appreciation for innovation and technology, even though I consider myself an “old soul” when it comes to design, music, and history. One of my greatest passions is astronomy, and I’m constantly amazed by the universe and how it inspires technological advancement. Whether I’m working on a new project, experimenting with new tech, appreciating the past, or gazing at the stars, I always bring balance and a sense of purpose to what I do.
Part 2: Real Fun
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I can bark exactly like a dog lol. Similar to a German Shepherd or Labrador, so you can picture it.
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Part 3: Real Results
Working at Bonfire Training is an exciting opportunity for me to expand my skill set across multiple aspects of business. This role allows me to get hands-on experience in production for the various programs we deliver, giving me exposure to critical areas such as project management, marketing, client relations, and operations. I’m especially looking forward to developing a deeper understanding of the logistics behind program delivery, while also learning how to tailor solutions for clients and engage with different teams effectively. This role is providing me with a comprehensive view of the inner workings of a growing business. It’s a chance for me to refine my strategic thinking, improve my communication skills, and contribute to the seamless execution of programs—ultimately broadening my horizons and helping me grow as a well-rounded professional in the business world.
Part 1: Real Learning
I grew up in Central Illinois and have lived in Indianapolis since I graduated from Illinois State University in 1994. I have been with Bonfire Training since 2016 and have been in the Training and Development/Consulting field for over 25 years. Though you will never see me in front of a classroom, rest assured that much of the magic happening behind the scenes is spearheaded by me. My true gift is “getting stuff done” quickly and efficiently, allowing our trainers to go out there and do what they do best – train!
I consider it a privilege and an honor to be a part of an amazing organization that truly makes a difference in the lives of our customers.
Part 2: Real Fun
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Part 3: Real Results
Working at Bonfire Training has given me the opportunity to “find my home” away from home. I appreciate the role I play in the organization and indirectly the impact I have on people’s lives. There is no greater reward than that!
I am proud to be part of Bonfire Training where I have the opportunity to “Be my Best, On Purpose, Every Time”! I believe in what we do and live that every day.
Part 1: Real Learning
I have over ten years of experience as a public-school educator. I love learning and teaching. Sharing a different perspective or approach is my specialty. I am energized by completing tasks efficiently and creating new processes that allow everyone to shine. Knowing that the training services, products and experiences we offer are making the world a better place keeps me motivated to do my best every day.
Part 2: Real Fun
I love attempting to golf with my best gals.
Sitting on my patio with a cocktail, my dog, and my family.
Reading a great book beside the ocean, mountain, or lake is a wonderful thing!
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If I need to relax, you will find me watching dog/puppy videos.
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Anyone playing acoustic guitar in an open-air setting
80’s movies
Part 3: Real Results
Because of my love for education at all levels, I’m very passionate about ensuring that whatever training is being delivered is making an impact and a difference. I know the power of applying learnings and knowledge and how that can elevate a mindset, a relationship, a customer experience, a team and certainly a company’s success. In my role at Bonfire, I’m excited that I get to be a part of ensuring these REAL results in our internal projects and our clients’ success!
Part 1: Real Learning
I am a recent graduate from Butler University (Go Dawgs!), where I learned (and enjoyed) graphic design, advertising, and marketing. I love spending time with my friends and family, and being located in Indianapolis has allowed me to do both. In my four years at Butler, I had the opportunity to intern at many different locations in the Indianapolis area, ranging from a graphic designer for sports teams to a marketing intern for a flower shop. I have always loved creating, whether it be logos, social media posts, presentations, paintings, building bouquets of flowers, or baking chocolate chip cookies. I am extremely excited to create relationships and bring new ideas to the Bonfire Training team!
Part 2: Real Fun
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My birthday is on Christmas! Pro: No one forgets it! Con: It’s on Christmas…
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Part 3: Real Results
Working for Bonfire Training has allowed me to design visually appealing training materials, such as presentation slides, handouts, and workbooks, ensuring they are not only informative but also engaging and easy to understand. Brainstorming the best visual approach to needs within the organization will produce an effective learning experience for our customer and help to meet the organization’s training goals. I am excited to share some of my design expertise and create a spark of creativity for the Bonfire Training team!
Part 1: Real Learning
I am a dynamic professional with a passion for marketing, leadership, and communications. I graduated from Butler University in 2023, where I enhanced my skills and knowledge in these areas. My education laid a solid foundation, but it was my experiences both in and out of the classroom that truly shaped me into the results-driven, creative individual that I am today. My thirst for adventure led me to study abroad in London, England, where I immersed myself in learning about leadership and gained valuable experience interning with a start-up organization. This international exposure broadened my perspective and fueled my love for exploring new cultures and environments. With a keen ability to learn and adapt quickly, I am adept at navigating diverse marketing, sales, and business landscapes. Whether working independently or collaboratively, I consistently demonstrate my commitment to achieving goals and delivering exceptional results.
Part 2: Real Fun
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Part 3: Real Results
Working with Bonfire Training has been an immensely fulfilling journey, allowing me to merge my enthusiasm for customer service, leadership, and marketing. From initial client discussions to the final deliverables, I take pride in crafting content that not only imparts valuable insights but does so with clarity and brevity. One of the most gratifying aspects of my role is discerning our clients’ requirements and devising strategies to meet them effectively. Collaborating with my colleagues is always invigorating as we work together to fashion impactful and memorable learning experiences for our clientele. I am excited about the opportunity to continue contributing my strengths and skills to the Bonfire Training team, aiding in our mission to empower individuals and organizations through innovative learning solutions.
Part 1: Real Learning
I love developing people and bringing them relative, applicable and real-world content that will make a difference in their interactions both personally and professionally. It is never just about the actual training for me, it’s also about building relationships with both the client and the participants.
I have over 20+ years of experience with growing and developing leaders. I believe we all are leaders, yet some of us have not been given the gift of knowledge, confidence or investment in our growth to begin to showcase leadership. My undergraduate and MBA in Corporate Entrepreneurship has become foundational in my training approach and delivery. Whether the focus is on developing individual contributors or executive leaders, my goal is to incorporate that entrepreneurial spirit into the training experience to help inspire and motivate all participants to lead well – regardless of their role in the company.
Part 2: Real Fun
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Part 3: Real Results
Coming from an entrepreneurial background, I very much appreciate and know the importance of having ROI and bottom-line results. That is why it is so important to build a relationship with the client and truly understand their culture, what defines training and development success, and what KPIs are in need of enhancement and/or require attention. Based on that information and other observations and assessments, training is customized with those critical elements in mind. Making a difference, for me, is what it is all about.
Part 1: Real Learning
As CEO, I set the course for Bonfire and ensure that the right people are in the right positions doing the things that will keep us moving forward as a group. I’m a number cruncher, process creator, and spreadsheet queen that also keeps my finger on the emotional and cultural pulse of our company to ensure everything is running smoothly. I also make sure we’re still having fun!
My background is very diverse—from managing photography and interior design studios in Chicago, to office work and movie, music video, and television production. What all this taught me is I can do anything I believe I can do. I can flex to many different situations, personalities, and industries. I also learned that there really is a common theme running through whatever business you’re in. It’s this: Treat people the way you would want to be treated, always do your best, and do the right thing—make decisions that you would feel good telling your grandma about.
Part 2: Real Fun
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Part 3: Real Results
The best days are when I hear one of my team say they love what they do! Whether it’s a trainer or someone in the office, I get total joy from knowing that Bonfire is a place where they know they are valued and truly making a difference—whether in our company or with a client. If they feel that, then I know I’ve done a good job.
Part 1: Real Learning
Award winning L&D professional with over 25 years of experience in Sales, Sales Management, HR-Recruiting, and Organizational Development. Training specialties involve Sales, Leadership, Management, Customer Service, Public Speaking, Personal Productivity, Communication, and Beer/ Wine Education.
Part 2: Real Fun
I’m a football coach that likes to clap and use whistles in the training room. I laugh at stand-up comedians, and I’m entertained by my 3 kids, dog and 90’s R&B and Hip-Hop.
Part 3: Real Results
I’ve delivered training to thousands of participants from coast to coast and love hearing success stories of how they’ve grown personally and professionally over the years.
Part 1: Real Learning
With over 25 years of business and Human Resource Management and a Master’s Degree in Industrial/Organizational Psychology, Susan brings an array of knowledge and experience in solving human relations and interaction issues in the corporate climate to her work as a Talent Development Consultant and Leadership Coach. Susan’s 15+ years of corporate experience include successful Human Resource Leadership roles with Roche Diagnostics and Charles Schwab Incorporated, and most recently, Susan served as Director of Talent Development and Organization Development for Defenders/ADT – leading Defenders to achieve the #17 spot as the “Best Training Department” in the country in Training Magazine’s annual Top 125 Award competition.
Part 2: Real Fun
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Part 3: Real Result
I use the Kirkpatrick four levels of measurement when working with our clients. I keep the measurement in mind for every instructional design project and Talent Development project to exceed our client’s expectations.
Part 1: Real Learning
Kevin is a veteran. He served his country in the United States Air Force. He loves connecting with people. With over 10 years of training experience, he believes that investment, development, and commitment to people is what’s essential to successful growth in any business. Facilitating and being apart of that process is his absolute passion.
Kevin has traveled the world and experienced what most only dream of. He has built the quintessential life for his family. Now it is his life’s goal to live each day aligned in his purpose of serving, connecting and the overall betterment of the people.
Part 2: Real Fun
You should know: I am a born creative. I have the gift of bringing life to anything I envision artistically. I call myself a Master Chef and I can back that claim up. I enjoy building with LEGO bricks. It is very therapeutic to me. I am extremely terrified of mirror mazes.
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REAL RESULTS:
The most gratifying moments are shedding light to a client. Being able to answer their questions completely to take them from question marks to periods. But more importantly, being given feedback specifically on your impact with exclamation points.
Part 1: Real Learning
I am deeply passionate about people strategy. It’s where I bring my best energy and ideas. 20+ years have been focused on developing leaders, strengthening teams, and transforming cultures. From leading corporate learning functions to facilitating, coaching and consulting across diverse industries, I thrive as a trusted thought partner — creating value, championing change, elevating potential, and driving results that truly matter.
I believe everyone deserves a great leader. That belief fuels my lifelong commitment to learning, growing, and leading with purpose. At my core, I care deeply about what matters most — people. When we invest in people, we lay the foundation for every breakthrough, every win, and every lasting success. Investing in people isn’t just a good strategy — at Bonfire, it’s how we change the world.
Part 2: Real Fun
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I can eat my weight in salsa!
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REAL RESULTS:
Success is never a straight line — it’s a continuous cycle of learning, unlearning, and relearning. We are all a work in progress, striving to be our best. The climb is hard. At Bonfire, it is a true privilege to partner with individuals, teams, and organizations on their journey. It takes a tribe to do great work! Trust is the catalyst for real results — and I never underestimate its power. I pursue excellence with a relentless commitment to making a difference, knowing that true results go beyond metrics. In the end, it’s not just what we achieve — it’s who we become along the way.
Part 1: Real Learning
Sonal is an award-winning author and Emotional Intelligence (EI) strategist. She was recently honored with the Diversity and Inclusion Champion Award from Women & Hi Tech.
As an EI strategist, Sonal empowers individuals to take action and cultivate the mindset needed to stretch beyond limits and create the life they envision. She utilizes EI to enhance confidence, develop leadership skills, and promote inclusive cultures. Sonal has delivered impactful keynotes & training for global teams, including Roche, Eli Lilly, Ronald McDonald House, YMCA, Women’s Fund, Fathers and Families, Ivy Tech, and many others.
Whether through live or virtual presentations, Sonal’s engaging style transforms how teams communicate and lead, driving results that inspire individuals and organizations to achieve their goals. Bring Sonal into the room, and experience the transformation as each person and team member elevates their performance and engagement.
Part 2: Real Fun
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I am incredibly cheesy and always find the bright side to everything! One of my nicknames is sunshine! I laugh at pretty much anything funny, but most importantly, when someone else is laughing, I just start laughing. Oh yeah, and I pretty much laughed at any episode of Friends!
I’m seriously entertained by puppies, babies, and anything with a high cuteness factor! 😍 I’m also entertained by cheesy rom-coms!
Part 3: Real Result
When I step into a room, something shifts. What might start off low-energy or uncertain quickly turns into a space buzzing with excitement, connection, and possibility. I create experiences where people feel truly seen, heard, and energized to take action. My sessions don’t just end with notes—they end with transformation. We wrap up with big smiles, group photos full of laughter, and a shared sense of “we did something real here.” People leave ready to stretch outside their comfort zones, take the next bold step, and lead with heart. The impact runs deep—and you can feel it.
Part 1: Real Learning
James has 30 years’ experience in coaching others to maximize their opportunities. He received his bachelor’s degree in aeronautic technology and his Master of Public Administration from Indiana State University. James has led teams in the financial services, proprietary education and disabilities service industries.
As an experienced speaker/trainer, James has facilitated over 400 seminars and was a speaker on the TEDx stage in May 2017. James also published his first book in 2017…Keep Calm & Grow Rich: A Guide to Choosing Your Destiny. In 2020, James published his second book…Forgive & Grow Rich: There will Be No Apology. The trilogy be completed with the publication of Shift and Grow Rich in 2024.
In 2014, James founded DASHMASTERS, a professional development company that provides clients with the tools and insights to grow through every season of their lives. As a consultant, James has worked with companies all over the US to build capacity, develop strategy, and improve employee retention and engagement.
Part 2: Real Fun
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Part 1: Real Learning
Fostering growth in others is what drives me every day. I’m a lifelong learner committed to help others realize their potential and connect them to their purpose through personal insight and development.
Any type of learning can help renew energy and joy, I particularly love imparting leadership skills on others because they are life skills that apply to the workplace as well as at home with your partner or children and can improve all aspects of your life.
Part 2: Real Fun
I’m a chronic party thrower. There’s always a reason to get together with friends and loved ones & I’m the first to throw up my hand to plan it!
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Part 3: Real Results
There’s a glimmer in someone’s eyes when they’ve had a breakthrough that they know is going to stick with them and affect their life and those around them in a profound, positive way. Change happens sometimes in small increments over time, other times in a ‘hit you over the head a-ha’ moment. Lasting change will always be worth the effort you put into it.
Part 1: Real Learning
I’ve been in the training industry for over a decade, specializing in training strategy, leadership development and coaching.
My passion is helping people develop themselves and grow to reach their maximum potential. I believe in aligning training experiences to company culture and real business outcomes.
Part 2: Real Fun
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Part 3: Real Results
I know I’m achieving real results when my intended participants display the intended results. If my intentions are to make a crowd laugh and they do so, that is a real result. If my intentions are to help someone be a better communicator and they report back to me how they’ve communicated better with their team, leader or family, that is a real result.
Part 1: Real Learning
With more than 20 years of experience in talent development and leadership training, my professional background centers around dynamic facilitation in the areas of behavioral training, emotional intelligence, and personal coaching for performance. I’ve worked with the NCAA, Walt Disney World, and Emmis Communications to help teams improve performance and individual contributions. I’m a specialist in the area of emotional intelligence and frequently speak to businesses and conferences around the country.
As a Bonfire trainer, I enjoy bringing context to situations as I teach others to improve skills while improving results.
Part 2: Real Fun
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Part 3: Real Results
As a native Hoosier with an appetite to travel, my travels have enabled me to meet, work with and understand different cultures, people and principles of human interaction. On a recent trip to Africa, I developed and led a team to train and certify 50 women to teach and counsel health awareness in rural Kenya.
Part 1: Real Learning
I love creating opportunities for people to explore ideas and find ways to continuously grow and improve. I believe no matter how educated, experienced or dare I say old you are…it is still possible and even critical to discover and learn. I have discovered those who are truly committed to life-long learning tend to be the best leaders and performers among their peers.
I have over 15 years of experience with facilitating learning and development. I specialize in leadership development and communication skills. I am accredited to teach DiSC styles, Ken Blanchard’s Situational Leadership II, Five Behaviors of a Cohesive Team, and other coaching and communication skills.
Part 2: Real Fun
I live to explore, and the more off the beaten path, the better. One of my favorite adventures involved sleeping in a treehouse deep in a jungle of central Thailand. I love hiking and walking to see the world around me. I get equal joy hiking hours in Rocky Mountain National Park as I do walking around city streets of the world.
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Part 3: Real Results
My best days of recent memory ended with a participant saying, “I can really use the stuff you talked about today!” and on another day, a participant saying “I was kind of dreading today, but I think this is the best workshop I have ever experienced.” I love surprising participants that have low expectations by working really hard to make training relevant, significant and actionable.
Part 1: Real Learning
I am a trainer and I love it! I’ve specialized in human resources, communications, and leadership training since 2000 and began working with Bonfire in 2014. I facilitate people becoming a new-and-improved version of themselves. I help people determine their strengths and weaknesses and teach them new skills to be their best.
I especially love to teach people about leadership. I’m a big believer in lead from where you are—everyone can be a leader, no matter what their position.
Part 2: Real Fun
You should know…I’m kind of a crazy collector—antique Santas and antique or hand-made nativities are my go-to. I don’t love to cook but do love to make soup. I also throw a mean tailgate party.
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Part 3: Real Results
The best part of my job is when I see a former class participant months or even years later and they tell me what an impact my training made for them.
For example, I received a call recently from a gal who had been in a few of my classes. She had switched jobs and was now in a leadership position and called me because she wanted to now offer the training to her group. She told me all of her takeaways from past training and how she wanted her group to “get it” too. That was definitely a feel-good moment for me!
Part 1: Real Learning
I love working with adults and coaching people to help them become better. I am a trainer and a life coach in communication skills and leadership.
I have over 17 years of Learning and Development, Professional and Life Coaching experience and am currently pursuing an Organizational Leadership degree with a 4.0 GPA.
Part 2: Real Fun
I love to shop – some might even call me a shopaholic, but that‘s going a little too far. I simply love shoes and purses – I will never reveal how many pairs I own. My second favorite hobby is my granddaughters – I love spending time with them and of course shopping for them. I love to sing and I’ve been singing since I was a little girl; most say I’ve missed my calling. I’ve been in several bands as lead singer but my favorite is karaoke. A fun fact – I’m a twin – I have a twin brother. No we are not identical – we are fraternal – I get asked that a lot. And yes, twin telepathy is real!
I laugh at:
A good stand-up comedy routine. I love to laugh! One of my favorite comedians is LaVell Crawford – he cracks me up. I also love Jimmy Fallon.
Part 3: Real Results
I love the moments when a student confesses after class that they didn’t want to be there, but at the end they were so glad they came because they have learned a new skill and are now committed to applying it right away.
Part 1: Real Learning
My official title is “Senior Trainer”, but I don’t like using the “Senior” part because I associate that word with age rather than tenure. To my clients I am simply THEIR Bonfire trainer— so that “Senior” part makes little difference to them too!
Ever since I started with our company in 1998, when people have asked me what I do, I have always smiled and said, “I help make the world a better place by teaching people to be nice to one another.”
In the simplest of terms I teach customer service and communication skills. More importantly, I’m good at making learning fun— I have the gift of gab and relate well to others. I can tell a good story and take things that are complicated and make them easy to understand. It’s my firm belief that humor is one of the best forms of expression.
Part 2: Real Fun
You should know… I am only one or two degrees of separation from many famous people, and I can always find Waldo. While I am a good cook and it comes easy to me, I struggle with baking. Baking is an exact science, whereas cooking is an art.
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Part 3: Real Results
So often I hear that what’s taught in our courses also helps people in their personal lives as well as their work lives. I love it when a skeptic sees the “light” and I catch that a-ha moment on their face. It’s not uncommon to have people tell me that our training was the best they ever had, that they’re so grateful for the information, and that their employer valued them enough to bring us in. It’s neat to see how their training can create a completely different environment!
