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Running an effective support team: the five metrics that matter
Choosing the right metrics is key to the success of any customer support team. Learn how to pick metrics to achieve and maintain efficient, cost-effective and high-quality service.
Keep in mind that if you have “20 important priorities”, you essentially don’t have priorities.
Martin Kõiva, CEO, Klaus
Get to the core of customer support team metrics
- How to use resolves as a measure of productivity
- What shrinkage is and how to measure it
- How to set service levels and measure quality
Measure and achieve your metrics with Surfboard
Surfboard offers a suite of reporting tools, designed for customer support teams.
- Track adherence with time-on-task
- Measure shrinkage across your whole organisation with schedule insights
- Plan your service targets with interactive scenario planning
More eBooks from Surfboard
Scaling a customer support team
The complete guide to overcoming the challenges of scaling a support team with best practices from seasoned support leaders including Dixa, Monzo, Revolut, Deliveroo and more.
Building a WFM business case
This eBook will walk you through the process of translating operational challenges into persuasive, solution-focused metrics, effectively securing buy-in from your decision-makers.
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