Conversations Per Agent allow support teams to see how much or how little each agent is working on. If an agent has too much on their plate, it doesn’t make sense to keep piling on other tickets — especially if there are agents who are just as capable and don’t nearly have as much to do. By finding the right balance, agents can work comfortably without having to focus on getting through each interaction as quickly as possible. It goes without saying that businesses who commit to providing positive customer experiences tend to see more overall success.
We live in a very social world where people are dying to help each other whenever possible. By keeping track of these customer support KPIs, businesses can stay on top of their agents and customers in order to ensure better customer experiences every single time and acquire higher customer retention rates.
Customers are more willing to spend money when they know they’ll receive quality support and are more willing to recommend those businesses to other people. It’s time to start taking advantage of that by keeping track of these KPIs.