[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"journal-measuring-support":3},{"id":4,"title":5,"body":6,"category":43,"date":44,"description":45,"extension":46,"featured":47,"image":48,"meta":49,"navigation":50,"order":51,"path":52,"seo":53,"stem":54,"__hash__":55},"journal/journal/measuring-support.md","Measuring What Matters in Customer Support",{"type":7,"value":8,"toc":37},"minimark",[9,13,18,21,24,28,31,34],[10,11,12],"p",{},"You can't improve what you don't measure. But with so many metrics available, how do you know which ones actually matter?",[14,15,17],"h2",{"id":16},"beyond-response-time","Beyond Response Time",[10,19,20],{},"Response time is important, but it's not everything. A quick response that doesn't solve the problem isn't helpful.",[10,22,23],{},"Focus on resolution rate and customer satisfaction alongside speed metrics.",[14,25,27],{"id":26},"metrics-that-drive-results","Metrics That Drive Results",[10,29,30],{},"First Contact Resolution (FCR): How often do you solve issues in one interaction?",[10,32,33],{},"Customer Satisfaction (CSAT): Are customers happy with their experience?",[10,35,36],{},"Customer Effort Score (CES): How easy is it to get help?",{"title":38,"searchDepth":39,"depth":39,"links":40},"",2,[41,42],{"id":16,"depth":39,"text":17},{"id":26,"depth":39,"text":27},"Analytics","2025-12-08","You can't improve what you don't measure. Learn which customer support metrics actually matter and how to track them.","md",false,"/images/journal-2.jpg",{},true,5,"/journal/measuring-support",{"title":5,"description":45},"journal/measuring-support","1Mmsfi0bCBVx19YMH6nTzbwTB-lU4e7PcIaDjYKLBXM"]