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How to Get Your Support Team the Recognition They Deserve

Recognition that the work is hard
Recognition that the work is well done
Recognition that support is a key component of everything that is released publicly
Recognition through career development
Recognition through prioritization and tooling

Reducing mean time to resolution (MTTR)

How do you track MTTR? Weekends? Off-hours? Do you remove escalated tickets?
How do you identify outliers? Complex tickets or high volume questions.
What tools and processes do you use to reduce MTTR?
Reducing the volume by addressing high volume questions will increase MTTR. How do you justify the increase to your management?
How do you place MTTR in the whole CX line of metrics?

Ticket Deflection

Share some stats! Total volume, volume per agent
How do you identify recurring questions?
How do you deflect recurring questions?

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