Service and Support Metrics That Matter

Net Promoter Scores (NPS), first-contact resolution (FCR), average handling time (AHT)…have long been the benchmarks used to measure service and support. But are they still relevant? In a world where customer support is initiated across a growing list of channels like chat and social and consumer’s expectations are shaped by Uber and the like, there is a need to revisit the measurements that matter when it comes to the satisfaction, retention and overall experience of your customers.

Join TSIA and LogMeIn Rescue in this forward-looking session that will highlight the critical metrics support leaders should be focused on and more, including:

• The current and future state of support metrics.
• How new technologies like artificial intelligence impact these metrics.
• How other organizations have shifted their measurement mindset.