You’re struggling to improve your performance in customer support. How can you use metrics to make it happen?

3 How to track your metrics

Once you've chosen your metrics, tracking them consistently and accurately is essential. You can use customer support software to manage tickets, calls, chats, and emails, providing reports and dashboards on your metrics. Spreadsheets are also helpful for organizing and visualizing data, as well as performing calculations and formulas. Feedback forms can be used to gather feedback from customers and measure their satisfaction and loyalty. Additionally, self-evaluation checklists or templates can help you assess your own performance and identify strengths and weaknesses.

4 How to use your metrics

Tracking your metrics is not enough. You need to use them to improve your performance in customer support. By setting SMART goals based on your metrics, you can track your progress and results. Additionally, you should compare your metrics with industry standards and best practices, and see how you stack up. Furthermore, look for gaps or discrepancies in your metrics to identify problems and their solutions. Don't forget to recognize and reward yourself for successes, as well as seek feedback and implement changes or improvements in your skills, knowledge, and attitude.

5 How to avoid metric pitfalls

Metrics can be powerful tools to improve your performance in customer support, but they can also have some drawbacks if you misuse or overuse them. To avoid common metric pitfalls, such as vanity metrics, conflicting metrics, gaming metrics, and metric overload, you need to focus on the metrics that matter, balance your metrics, be honest and ethical, and keep it simple and clear. For example, instead of focusing on vanity metrics such as number of followers or likes, you should focus on metrics that provide meaningful insights into customer satisfaction. Additionally, it is important to find the right balance between speed and quality when setting goals for customer service teams. Lastly, it is important to be honest and ethical in reporting data and not manipulate or inflate numbers.