Customer Success Association
Executive Director: Mikael BlaisdellContact CSA

There are two types of metrics to be applied to the Process of a company’s Support group: Strategic, and Tactical.  Strategic metrics are used to keep the group as a whole in alignment with the overall goals of the corporation, and are discussed in theStrategy Briefing.  Tactical metrics such as Average Handle Time (AHT), case closure and escalation patterns (FCRR, etc.) are…


Please log in or Join to continue reading »