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https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
10 Important KPIs and Metrics your Customer Support Team Should Be Using; ... Dig deep into your customers’ needs through dashboards and reports to give you metrics on your customer support performance. You’ll be able to transform customers’ service …Author: Nestor Gilbert
https://confluence.cornell.edu/display/metrics/Successful+Metrics
Jun 25, 2012 · Service Level Metrics monitor the quality and effectiveness of IT services and determine if customer expectations are being met. S.M.A.R.T. Metrics. Metrics should be defined to evaluate performance and a mechanism developed for tracking metrics. Metrics should be quantifiable and underlie the concept of success. Metrics should be S.M.A.R.T. ...
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