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https://blog.happyfox.com/support-performance-metrics/
The ability of your customer support staff to assist the sales team is crucial in measuring their performance. Your agents should be able to provide relevant/meaningful upsells or cross-sells of products that may better suit your customer’s needs than what was originally intended. Calls escalated to …
https://www.kayako.com/blog/customer-support-metrics/
Mar 03, 2016 · Customer support performance metrics These metrics let you see how well your support team is performing by the quantity of cases, replies, and escalations they go through. Download the Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics.
https://www.blendo.co/blog/customer-support-metrics-29-kpis/
Apr 14, 2017 · Customer Support Workload Metrics While it is of paramount importance to track the experience of your customers as they interact with your support, it is equally important to also measure how the support “machine” of your company behaves. Again there are plenty of different metrics that can be tracked over the Zendesk data.
https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
A key performance indicator, popularly known as KPI, is a quantifiable measure used to evaluate performance against specific business objectives, say customer service goals. Ultimately, KPIs provide a focus on operational improvement and create a firm analytical foundation for decision-making.Author: Nestor Gilbert
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