TLDR
Large companies use a standard set of metrics: response speed, number of issues resolved, the number of questions missed, the quality of agents’ work (many people express this metric via NPS) Dashly explains how it all works for us at Dashly and how you can apply the same tools to your business. You can track quality of the entire team over a specific period, the result of each agent and channel individually, or how your users rate the performance of your support team. It makes sense to first look at the big picture and then study individual metrics.via the TL;DR App
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