Thanks to platforms like ZenDesk and Service Cloud, customer service teams are able to keep track of all of their interactions with customers. There is a massive amount of data stored in these systems.
However, all that data is meaningless if you don’t analyze it on a regular basis. By making sense of your data with reporting and analytics tools, you have the power to take your customer service team to the next level. You can easily pinpoint the weaknesses of your team and discover what you need to improve in order to solve problems for customers more efficiently and effectively. This will make your customers happier and keep them coming back to your business.
By tracking customer service metrics, you’ll have a much markedly time making difficult business decisions, like:
- Do we need to revamp our training program?
- Is it time to hire more reps?
- Should we create a public knowledge base?
- Is it worth it to optimize our schedule?
To help you learn about the game-changing effects of creating a data-driven customer service team, we wrote an eBook called The Right Metrics for Your Customer Service Team. In it, we walk through the importance of 25 different metrics, including the following:
- First Contact Resolution
- Time to Resolution
- First Response Time
- Average Handle Time
- Customer Satisfaction Score
- Net Promoter Score
You’ll find out exactly which metrics you need to track in order to improve:
- Rep Activity
- Team Efficiency
- Churn Prevention
- Product Development
By the end, you’ll know how to leverage existing data to answer the following questions:
- Which reps are underperforming?
- How can your team be more efficient?
- Are customers happy with your service?
- Which product areas should be improved?
Are you ready to transform your customer service team?
Read the eBook today: The Right Metrics for Your Customer Service Team.