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Customer support performance

Customer support performance: Measuring Team Performance
Customer support performance: Measuring Team Performance

Once your customer has your product, you need to handle the issues they encounter. Common metrics in the customer support arena include first call resolution, customer retention, and "cancel save" performance. You'll also evaluate common call center metrics like average handle time, average speed of answer, and "productive to paid" ratios.

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Skill Level Intermediate
1h 25m
Duration
93,883
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Skills covered in this course
Business Management

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