Set up theinfrastructure.Ensure thatinfrastructureis in place for collecting the data needed to support the selected measures and for carrying out the necessaryextract, transform and loadoperations. Also establish a system for presenting the KPIs to the stakeholders, such as setting up a dashboard o...
For example, the marketing team probably uses Google Analytics for their KPIs. Meanwhile, the sales team relies on CRM tools to assess KPI results, and the customer support team uses help-desk reporting software for theirs. As teams achieve or fail to meet goals, you’ll be able to assess...
Escalation Rate is a vital metric for measuring the effectiveness of your first line support tier, particularly when you have a large team of agents with varying specializations.Being alerted to an increasing Escalation Rate enables you to investigate and address potential issues with your support ...
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It’s best to send this survey after direct interactions with your team or engagement with touchpoints like your website or help desk. 6. Ticket volume Ticket volume, or total tickets, tracks the number of support tickets your team handles over time. It provides insight into the level of...
Make sure your app has an easy-to-find live support chat so you can help users who are confused or unable to find what they need in your app. As noted above, some industries are notorious for high uninstall rates, so make sure you understand your industry uninstall benchmark before ...
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To see trends over time, you can calculate the average FRT for a defined period. This way, you can assess the speed and efficiency of your service desk in terms of how long your end users have to wait on average before receiving an initial acknowledgement from the support agent. ...
The Right Way to Get Buy-in for Your New KPIs A quick way to spot gaps and errors is to invite a range of team members who will be using the KPIs we are designing (if they aren't involved already) and ask them... "Thinking about the last few problems that hit your desk, where...
Oversee and manage active Remote Support sessions with the real-time KPI dashboard. View key metrics such as CSAT, rep status, and team status.