Event Details
The landscape of customer and IT support has fundamentally shifted, driven by evolving customer expectations, technological advancements, and the rise of remote and hybrid work. This session will explore the critical evolution of Key Performance Indicators (KPIs) in support organizations, contrasting the focus of traditional metrics with the holistic approach demanded by today's complex environments.
We'll deep dive into the foundational "speed and volume" KPIs that historically defined support success, such as First Response Time (FRT), Average Handle Time (AHT), and Ticket Volume. While still relevant, these metrics often paint an incomplete picture of customer satisfaction and operational efficiency.
The presentation will then shift to the contemporary metrics that truly reflect value in modern support. This includes an look into Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), emphasizing their role in understanding the customer journey and loyalty. We will also discuss the importance of operational excellence metrics like First Contact Resolution (FCR) in a broader context, along with newer considerations such as self-service adoption, knowledge base utilization, and the impact of AI and automation on support performance.
Attendees will gain actionable insights into:
- Identifying the limitations of a solely traditional KPI framework.
- Understanding and implementing modern, customer-centric support KPIs.
- Leveraging data to drive continuous improvement, enhance customer experience, and demonstrate tangible business value in an increasingly dynamic support ecosystem.
Join us to redefine how your support organization measures success and thrives in the current era of customer interaction.
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Attendees (69)
