Shared publicly  - 
 
Using Data to Build a Happy, High-Performance Support Team http://ow.ly/JlaNR
Two hundred tickets a day. Average time until first reply: two minutes. Average number of replies: three (okay, three and a half.) Response time unaffected by nights and weekends, because your support team is sprawled around the globe. Sound ideal? Terrifying? Unattainable?
2
Add a comment...