If you can't measure it, you can't manage it,” as Peter Drucker said. But this approach doesn't just apply to your supply chain management, your revenue, or your churn rates – it also fundamentally applies to people and our performance. Everyone is unique and our performance may vary from hour to Latest Mailing Database hour, or day to day. Measuring this is inherently complicated and difficult, which is why developing effective KPIs for people performance is so challenging. What are customer support KPIs?Customer support KPIs are a series of metrics that allow a company to track the success of its operations in relation to the achievement of its goals or objectives.
KPIs help managers assess how their employees are performing, the value they bring to a team, and how their work (and the Latest Mailing Database customer experience) can be improved. But KPIs run the risk of appearing impersonal. When I started working at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. I had worked in the TV and film industry before, where there was an entirely different metric – either I delivered high-quality work on time, or I didn't, and I didn't. was away. Now, as one of the leaders of a fast-moving global support team, I can fully understand not only the necessity but the benefits of KPI tracking.
Measuring performance is inherently complicated and difficult” Amid these benefits, however, it can be easy to lose sight of the bigger picture, especially when trying to offer personalized, conversational support – how do you ensure your KPIs are creating the Latest Mailing Database right incentives for your CSR, so they don't make the mistake of prioritizing their own KPIs before the customer? How can you make sure you don't lose the human in the numbers? Which customer support KPIs should you track? There are all sorts of metrics you can measure when it comes to evaluating your customer support, and while they vary from industry to industry and company to company, they will generally seek to measure a mix of quality, speed and customer satisfaction.