Track and analyze technical support performance metrics focusing on resolution times across product categories, case volumes, and customer satisfaction to optimize support efficiency and service quality.
Monitor and evaluate technical support performance through resolution time analysis, case volume trends, and customer satisfaction metrics to identify opportunities for service improvement and resource optimization.
Analysis of monthly resolution time trends and distribution across product categories.
Questions to Consider:
How are resolution times trending month-over-month?
Which product categories show the longest resolution times?
What factors are driving changes in resolution time?
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Examination of support case volumes and their distribution across product categories.
Questions to Consider:
How is case volume distributed across product categories?
Are there seasonal patterns in case volume?
Which categories require the most support resources?
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Analysis of the relationship between case volume, resolution times, and customer satisfaction.
Questions to Consider:
How does case volume affect service quality?
What is the impact of resolution time on customer satisfaction?
Are current staffing levels adequate for maintaining service standards?
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Analyze training needs for categories with longer resolution times
Review knowledge base coverage for high-volume product categories
Assess impact of self-service tools on case volume
Evaluate staff allocation across product categories
Review escalation patterns and their impact on resolution times
Identify opportunities for process automation
Analyze peak volume handling procedures
Review customer feedback for specific product categories