Metrics that Matter: Important Support KPIs and Immediate Steps to Improve Them

For support organizations, positive or negative changes to key metrics can be the difference between support team investment or cost cutting, customer retention or churn. And while support organizations know what they should be measuring and why, it can be challenging to interpret the metrics and identify those that will be most impactful.

Listen to this on-demand webinar to get insights on traditional metrics like cost per incidence, handle time, speed to resolution, and customer satisfaction, as well as less common KPIs like customer effort score and knowledge management contributions.

In addition, TSIA and Rescue will discuss:

• How the support organization industry performance is trending
• Which KPIs to change for immediate impact
• Actionable steps organizations can take to improve key metrics and increase team productivity