Measuring Success
We are always striving to improve these 3 main metrics! We trust that each member of the team is working towards these goals, so you should understand each and how they apply to your role.
Time to Resolution
Customer Satisfaction
The duration it takes to fully resolve a customer's reported issue.
The level of contentment and fulfillment experienced by customers.
Closed on First Contact
The ability of a support team to resolve a customer's issue during the initial interaction.
Measuring Success
Ashley Farley
Created on June 13, 2023
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Transcript
Measuring Success
We are always striving to improve these 3 main metrics! We trust that each member of the team is working towards these goals, so you should understand each and how they apply to your role.
Time to Resolution
Customer Satisfaction
The duration it takes to fully resolve a customer's reported issue.
The level of contentment and fulfillment experienced by customers.
Closed on First Contact
The ability of a support team to resolve a customer's issue during the initial interaction.