How did your support agents do this week? What were average handle times by topic? Our reporting calculates and tracks your favorite important KPIs for you. All automatically from the data that already lives in your ticketing, phone, and chat tools.
"Just to have people on the other side of the fence that understand what they're talking about and how to accomplish the goal has been helpful."
From agent productivity to internal workflows, understand exactly where you need to focus.
Does one-touch resolution affect CSAT? Is there a big difference in agent handle times for certain conversation types? Get answers that help the team continually improve.
How did your support agents do this week? How do they compare to one another? Track how reposonse metrics affect the agent and the customer experience.
What is the average cost of a conversation? Knowing what different conversations cost allows you to make decisions that will have the highest impact.
Are some conversation types more susceptible to bad ratings? Where can agents improve the most? Get actionable feedback that improves your support operation.
Are your agents sticking to their service levels? Should you create different SLAs for each channel? Clearly see how SLA impacts various quality metrics.
Boostopia gives you a holistic view of your support operations to make confident decisions and improve both the customer and agent experience.
Finally see and understand 'apples to apples' the opportunities for agent and team quality training by moving beyond just seeing the averages.
Does it take more time, and therefore more cost, to solve a customer issue about an account login reset via the phone, vs email, vs chat?
Understand and see the relationship between the ratio of people who buy a product from you or are active subscribers that end up needing to reach out to your support team.
Now you can make the financial case with your boss or other departments about fixing the problem in your product or service that keeps leading to more tickets.
Have an always up to date view of the top efficiency and quality improvement areas for each team member to drive your 1v1's and coaching plans.
Now you can finally understand who needs to be trained on what. Does Suzy need some help on improving how she handles customer returns? Now you know.
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