You can't improve what you don't measure. But with so many metrics available, how do you know which ones actually matter?

Beyond Response Time

Response time is important, but it's not everything. A quick response that doesn't solve the problem isn't helpful.

Focus on resolution rate and customer satisfaction alongside speed metrics.

Metrics That Drive Results

First Contact Resolution (FCR): How often do you solve issues in one interaction?

Customer Satisfaction (CSAT): Are customers happy with their experience?

Customer Effort Score (CES): How easy is it to get help?