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https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
Just like sales and marketing, with customer support, you look at the metrics and key performance indicators and, if you’re not reaching goals and targets, make adjustments to your efforts and strategies. We’ll focus on understanding customer service metrics, customer support KPIs, and how to measure customer satisfaction.Author: Nestor Gilbert
https://www.workflowmax.com/blog/productivity-metrics-what-are-they-how-to-track-them-and-do-you-even-need-them
Does your team need productivity metrics? That depends entirely on your team, what they’re doing, and how they manage projects. In the case of sales teams working on commissions, for example, these metrics help salespeople to understand how big their paycheck will be, so they can plan accordingly.
https://buffer.com/resources/10-customer-experience-metrics-every-successful-company-tracks
Feb 06, 2013 · A good customer support metrics system is like a well planned brainstorming chart and detailed design/research before investing in an experimental design. It can save you time and money with future customer relations. Your support metrics measure 3 main quality points; the customer experience, problem resolution and the call process/channel itself.Author: Amar Zagorica
https://www.insightsquared.com/blog/customer-service-metrics/
*Bear in mind that some metrics are featured in multiple categories, but with different pivots. (For even more information on customer service metrics, read our FREE eBook: The Right Metrics for Your Customer Service Team.) Rep Activity Metrics. Without looking at the numbers, it’s difficult to know which reps are underperforming.
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