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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://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
Establish performance goals for both technicians and IT support overall. Demonstrate the ROI of service and support. In short, performance measurement and management is a critical discipline that must be mastered for any support organization that aspires to world-class performance. The …Author: Jeff Rumburg
https://itservicemanagement-itil.com/key-metrics-application-outsourcing-measure/
If the production support backlog increases between multiple time-periods, it is an indicator that the application may not operate well, or there may be gaps in understanding of actual versus projected capacities. Performance Metrics . These are output metrics that indicate how much work is done. A high volume of requests closed in a time ...
https://www.geckoboard.com/blog/top-5-customer-support-metrics-you-should-track/
Nov 29, 2016 · Track Customer Support Metrics Live. Improve the effectiveness of your customer support team by tracking these key metrics on a live TV Dashboard. When key metrics are easily visible around your office, your team will be able to monitor situations as they arise and take action immediately.
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