Support from HEL community topics

Let's get people talking

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

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?

Share some stats! Total volume, volume per agent

How do you identify recurring questions?

How do you deflect recurring questions?

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