Customer Service Performance Dashboard Example

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Customer Service Performance Dashboard Purpose: Monitor the ticket backlog and prioritize workload.

Who is a Customer Service Performance Dashboard for? Customer Service team leaders.

Why is a Customer Service Performance Dashboard useful? Customer service teams work together to deliver the best customer experience. Their success is linked to how quickly and effectively they attend to your customers’ needs. As a customer service manager, you are responsible for monitoring and maintaining your team’s happiness, while they focus on delighting your customers. You want to be able to identify what may be holding you back and improve it before it paralyzes your activity.

This team efficiency dashboard includes key customer success performance metrics to help you assess how well you work as a team. You’ll be able to quickly identify alarming trends such as backlog levels getting out of control or an increase in unsolved urgent tickets. Once you know where the problem is, you can take action and help your team prioritize their workload.

For an all-encompassing view of your customer care activity, you could start with this Customer Service dashboard.

What Customer Service Performance metrics does it contain? Performance may be an intimidating concept, but, in this context, it only comes down to tracking how much work your team has on their plate (workload) and how fast they can go through it (efficiency) to get a clear snapshot of where you need to optimize.

Monitoring the relation between tickets submitted and tickets solved over time alongside the evolution of your backlog will help you understand whether you need to hire more agents. For example:

Scenario 1: Is your team managing to solve the influx of tickets for any given time, but your backlog is increasing?

Action: Get reinforcements–your team is overloaded. They are just managing to clear daily workload, but backlog is piling up. This will both impact customer and team satisfaction, so act fast.

You’ll also want to have an overview of how the workload is distributed and understand their severity based on their priority. This will help you set priorities and rethink your workflow to make sure you hit your team goals. For example:

Scenario 2: Is the majority of your unsolved tickets urgent?

Action: Prioritize these tickets and deploy extra team members to get them solved as soon as possible.The longer they remain unsolved the more unhappy your customers will grow. If it’s due to some technical fault or bug, you’d be better off letting your customers know that you are focusing your efforts on getting it sorted. This will take some pressure off your team and keep the influx of urgent tickets under control, while still having your customers’ best interests in mind.

Scenario 3: Is one of your agents overwhelmed by unsolved tickets?

Action 1: Try to understand if that’s a consequence of your workload distribution process. If you have a tiered approach, and this particular agent is mainly dealing with the most complicated cases, it may be that your product is becoming more complex. Think about allocating more resources to support complex issues. This will help reduce your agent’s workload and prevent burnout.

Action 2: If, on the other hand, tickets are relatively easy, think about how you can make better use of your help center. You’ll help customers find their answers quicker, while keeping your team focused on more complex issues.

Efficiency in customer service environments is inexorably tied to speed. Customers expect it and you try to deliver on it. However, from the perspective of a Customer Success Manager, these metrics need to balance each other out. This dashboard lists first response time and full resolution time by agent. Firstly, you can make sure every agent is within reasonable margin to the team goal, but, most importantly, it will help you gauge the quality of their service. For example:

Scenario 4: Have you noticed that one of you agents has a really fast first response time, but slower than average full resolution time?

Action: Make sure your team understands that quality over quantity is what you want to strive for. If they are only focusing on quick first replies, but don’t commit to fully solve your customers’ issues, you’ll likely see a drop in your customer satisfaction score (CSAT).

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