Track and analyze technical support performance metrics including ticket volumes, resolution rates, and customer satisfaction to ensure effective hardware support operations and identify areas for improvement.
Monitor and evaluate technical support team performance through key metrics including ticket volumes, response times, resolution rates, and customer satisfaction. Identify trends and patterns in hardware support issues to drive continuous improvement in support operations.
Analysis of weekly ticket volumes and resolution rates across hardware categories
Questions to Consider:
Are there patterns in ticket volumes that suggest underlying issues?
How do staffing levels align with ticket demand?
What impact do hardware categories have on resolution times?
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Tracking of customer satisfaction metrics and feedback patterns
Questions to Consider:
How does response time impact customer satisfaction?
Which support practices correlate with higher CSAT scores?
Are there specific hardware issues that consistently affect satisfaction?
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Analyze patterns in critical severity tickets to identify preventive measures
Review resource allocation across hardware categories based on volume and complexity
Evaluate knowledge base effectiveness for common issues
Assess training needs based on resolution time patterns
Investigate opportunities for automated troubleshooting
Review customer feedback for specific improvement suggestions
Analyze ticket escalation patterns and root causes
Evaluate hardware lifecycle impact on support demands