Having a powerful help desk tool at hand empowers your business. But what metrics should you track in your help desk for BFSI (banking, financial services, and insurance)? In our article, you will find out about ten key customer support metrics that would help you track everything.
1. Email conversations
The email conversations metric helps you track all the conversations with customers created directly on your help desk. Tracking it will also help you understand the scope of work that your agents are dealing with.
This metric can be handy when divided into segments and tracked according to such filters as a certain period, the agent who worked on the task, or issues related to a specific tag or topic.…Continue reading