Essential Help Desk Metrics Behind Great Customer Support

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HappyFox Webinar On The Essential Help Desk Metrics Behind Great Support

You'll Learn About:
Appreciating the importance of Help Desk Metrics
Selecting the most appropriate Help Desk Metrics
Setting up Key Performance Indicators at different support levels
How to track, measure and continuously optimise the set help desk metric

Published in: Leadership & Management
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Essential Help Desk Metrics Behind Great Customer Support

  1. 1. Essential help desk metrics ! behind great customer support!
  2. 2. Do you know? 1. Do you know how many .ckets went unresolved last week? 2. Do you know who among your help desk staff has the fastest response .me and quickest resolu.on .me? 3. Do you know how many staff you need in another 3 to 6 months?
  3. 3. Customer issues Performance Scaling Focus on Support staff Support Manager Execu.ve Metrics that help you manage
  4. 4. Customer issues Performance Scaling Support staff Support Manager Execu.ve Metrics that help you manage
  5. 5. Dashboard to solve Customer issues Support staff 1. Reply Pending .ckets 2. Address Tickets due 3. Handle Priority .ckets
  6. 6. Support staff Dashboard to solve Customer issues 1. Reply Pending .ckets Find unassigned .ckets and start responding Look at the dashboard to get an overview of .ckets & updates
  7. 7. Support staff Dashboard to solve Customer issues 2. Address .ckets due Find .cket due that day and get your team work on it
  8. 8. Dashboard to solve Customer issues 3. Priori.ze .ckets Support staff Quickly understand how you need to split your .me between .ckets based on urgency and priority
  9. 9. Customer issues Support staff Performance Scaling Support Manager Execu.ve Metrics that help you manage
  10. 10. Metrics to track Performance Support Manager 1. Assess team performance 2. Track .cket lifecycle 3. Iden.fy boRlenecks
  11. 11. Metrics to track Performance Support Manager 1. Assess team performance Measure how your team performs based on their • First response .me • Number of issues resolved
  12. 12. Metrics to track Performance Support Manager 2. Track .cket lifecycle Track the steps your cri.cal .ckets pass through and spot trends
  13. 13. Metrics to track Performance Support Manager 3. Iden.fy boRlenecks Spot .ckets and people taking .me to resolve and delegate
  14. 14. Customer issues Support staff Performance Scaling Support Manager Execu8ve Metrics that help you manage
  15. 15. Metrics to help you Scale Execu.ve 1. Insights about key customers 2. Predict trends 3. Scheduled monitoring
  16. 16. Metrics to help you Scale Execu.ve 1. Insights about key customers Monitor if your key customers are treated well
  17. 17. Metrics to help you Scale Execu.ve 2. Predict trends & plan for future See if you need more staff to support your growth Redirect team members based on where the demand is
  18. 18. Metrics to help 3. Scheduled monitoring Enable scheduled reports with your essen.al metrics to receive them in your mailbox you Scale Execu.ve

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