Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Goal Examples for Support Teams

30,047 views

Published on

A presentation on the importance of goal setting for Support Teams, including relevant goal examples.

Published in: Business
  • Get access to 16,000 woodworking plans, Download 50 FREE Plans... ★★★ http://t.cn/A6hKZsXN
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Today I have no problem, I even had an emotional time over the weekend where I did eat a little too much but it didnt affect me at all. I did not binge eat or get worried I just let the food digest, had a good rest and was back to myself the next day, just what normal people experience. ●●● http://t.cn/A6Pq6OB6
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Can you earn $7000 a month from home? Are you feeling trapped by your life? Stuck in a dead-end job you hate, but too scared to call it quits, because after all, the rent's due on the first of the month, right? Are you ready to change your life for the better? ◆◆◆ http://t.cn/AisJWCv6
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Got a new Iphone 6 in just 7 days completing surveys and offers! Now I'm just a few days away from completing and receiving my samsung tablet! Highly recommended! Definitely the best survey site out there! ●●● https://tinyurl.com/vd3y33w
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • How Do Social Media Jobs Pay $35 Per Hour? ♣♣♣ http://t.cn/AieXiXbg
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Goal Examples for Support Teams

  1. 1. The BetterWorks OKR Examples SUPPORT
  2. 2. 2BetterWorks | hello@betterworks.com In today’s fast-paced workplace, having an accurate measure of progress towards your goals is critical for knowing what you’ve done, how you’re doing and what you have to do next. Measurable OKRs not only keep teams aligned and individuals accountable, but also lead to higher performance within the company. Think of this through the lens of fitness wearables: Fitbit users take 43% more steps than non-Fitbit users. Why? Turns out that just making goal data and progress available to an individual and their peers is motivational for doing more. Different jobs call for vastly different types of goals, so we’ve created specific OKR examples for major roles within Support. At BetterWorks, we believe setting good OKRs is easy if you start with the five Goal Science™ pillars: connected, supported, adaptable, progress-based and aspirational. As you’ll see, the OKR examples we provide follow these pillars to ensure that your team’s goals are on the path to success. To make these examples even more valuable, we’ve divided them into two categories: objectives and key results. The examples are not intended to be complete packages of objectives and key results. Instead, you can choose which cross section of examples is best for you, or simply use our examples as a guide as you begin setting OKRs. Chairman of Kleiner Perkins (and BetterWorks board member), John Doerr, believes that there are three words that make or break goals: “as measured by”. So a simple rubric for good OKRs is as follows: I will ________ as measured by ____________.
  3. 3. 3BetterWorks | hello@betterworks.com Create and enable an industry leading support team • Achieve SLA fulfillment greater than 95% by the end of Q1 • Reduce escalations by 15% by the end of Q1 • Increase NPS score from 30 to 40 by end of Q1 • Promote 2 customer support representatives to new customer support manager positions by the end of Q1 Maintain support expertise and ensure team has latest tools • Implement Zendesk Embeddables within product’s existing help center by end of Q1 • Apply for 5 and secure one speaking position at UserConf by end of Q1 • Submit an article about ROI of strong customer communities to HBR by end of Q1 • Initiate live chat pilot programs with LiveChat and ClickDesk by end of February Director of Support ROLE GOAL AS MEASURED BY Ensure that CS is giving our customers an excellent experience • Achieve a customer satisfaction score greater than 85% for all escalated tickets • Maintain a team customer satisfaction score of greater than 90% • Get 10 customers champions of our support team by the end of Q1 Enable high-performance and remove major blockers • Review current resource allocation strategy with Director of Support by January 31st • Implement new resource allocation strategy by the end of February • Reduce average ticket turnaround time by 30% by end of Q1 Customer Support Manager ROLE GOAL AS MEASURED BY
  4. 4. 4BetterWorks | hello@betterworks.com Make our customers’ experience with support enjoyable and helpful Grow and acquire necessary skills to advance through the support team • Respond to new tickets in less than 10 hours, on average • Resolve initial questions in less than 24 hours, on average • Maintain a personal customer satisfaction score greater than 90% • Surface 2 pieces of constructive feedback for the team each week • Find a mentor external to the company and meet with him/her 2 times by the end of Q1 • Hold weekly 1:1s with new support intern to improve managerial skills Customer Support Representative ROLE GOAL AS MEASURED BY Grow a vibrant customer community • Publish 7 training blog posts by the end of the quarter • Increase forum participation by 50% • Increase successful customer referral rate to 9% • Develop strategy to engage company’s leading online evangelists Community Manager ROLE GOAL AS MEASURED BY Be the company expert on the competitive landscape • Attend 5 competitor webinars by the end of January • Review top 3 competitors’ websites 3 times by the end of January • Research and publish internal report on competitor premium package by end of Q1 • Scout 5 candidates for support positions from top 3 competitors
  5. 5. 5BetterWorks | hello@betterworks.com © 2016. BetterWorks. All rights reserved. 999 Main Street, Redwood City CA 94063 | 844.438.2388 | hello@betterworks.com Goal Science® Thinking About BetterWorks The BetterWorks platform is designed for today’s workforce by applying five Goal Science pillars, based on proven goal setting practices and organizational research. BetterWorks provides enterprise software to easily manage collaborative goals and lightweight performance conversations. Its platform is built on Goal Science insights and operational research to help high-performing companies align and engage their teams, execute more effectively and ultimately become more successful. For more information, visit www.betterworks.com. Connected Supported Progress-based Adaptable Aspirational

×