Ortto reposted this
🚀 We're back! Today, we’re diving into the 3 essential metric reports we use to track performance for our support team here at Ortto. 💬 These reports tap into the data from our Talk feature and are accessible directly within our Customer Data Platform (CDP), giving us a complete view of how our agents are performing. 📊 Here’s what we’re tracking: 🔹 Average First Response Time (Chats) – How quickly we’re responding to incoming chats. 🔹 Average Handle Time – How long it takes to resolve each conversation. 🔹 Average Resolution Rate – The percentage of tickets closed on the same day they were opened. ✔️ These metrics help us ensure our support team is delivering top-notch service, and we’re constantly refining our processes to keep improving. 💡 #CustomerSupport #Metrics #CustomerExperience #DataDriven #CDP #Teamwork https://lnkd.in/gnsAaTwQ
