Measure the right data
Customer service softwares produce detailed results for us, but it doesn't tell you which metrics matter to your team and what you need to do about them. In order to choose which metrics matter here are three big questions that will help you decide:
- Why are you reporting?
- Who are you reporting to?
- What do you want the outcome to be?
The metrics you choose to report should be meaningful and authentic. Afterwards, take a baseline measurement, set internal targets for your team, and work forward.
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