Track and analyze key customer service metrics including contact volumes, response times, satisfaction scores, and channel performance to ensure high-quality customer support and identify areas for improvement.
Report Objective
Monitor weekly customer service performance across all support channels, focusing on customer satisfaction, response efficiency, and contact resolution rates to maintain service excellence and identify operational improvements.
Contact Volume and Response Times
Analysis of weekly contact volumes and average response times across channels
Questions to Consider:
How are total contact volumes trending week-over-week?
Are we maintaining target response times during peak periods?
Which channels are experiencing the most significant volume changes?
What is the week-over-week change in total contact volume?
Are there any consistent patterns in volume fluctuations?
How do current volumes compare to historical averages?
Which channels are handling the highest volume of contacts?
How has the channel mix changed over recent weeks?
Are there opportunities to optimize channel distribution?
Customer Satisfaction and Resolution Rates
Evaluation of customer satisfaction scores and first contact resolution rates
Questions to Consider:
How is overall customer satisfaction trending?
Which channels show the highest resolution rates?
Are there correlations between response times and satisfaction scores?
How has customer satisfaction changed week-over-week?
Are satisfaction scores meeting department targets?
What factors might be influencing satisfaction trends?
Which channels show the highest first contact resolution rates?
Are there significant variations in resolution rates between channels?
What best practices can be shared across channels?
Areas for Additional Focus
Analyze peak contact periods to optimize staff scheduling
Review channel-specific training needs based on resolution rates
Investigate correlation between response times and satisfaction scores
Assess channel mix strategy based on volume trends
Evaluate potential process improvements for low-performing channels
Review customer feedback themes for common issue identification
Analyze impact of recent service improvements on metrics