The Customer Service KPIs Every Manager Must Know

“What gets measured, gets managed” –Peter Drucker (father of modern management) “Ok…but what the hell am I supposed to measure?” -Everyone else The million-dollar question: “What should I be measuring?” A customer service department has endless possibilities of data points to track and use as Key Performance Indicators (KPIs). Every service ticket is (hopefully) logged in a […]

The Psychology Behind Software Customer Support

photo by gisellecfernandes   Social Rank has a great blog post about customer support and perception vs. reality. The post references the Customer Satisfaction Equation, brought to light by David H. Maister in his brief article on the topic titled “The Psychology of Waiting Lines“. Unlike most academic publications, this eight page article cuts right to the point. As a leader […]