Illustration of a support team reviewing performance dashboards with charts, gauges, and graphs representing key support KPIs in a modern office setting.
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7 Support KPIs That Matter (And How to Actually Use Them)

Let’s face it — support teams are drowning in data. We measure ticket volume, resolution times, CSAT scores, backlog size… but are we actually learning anything from them? In many teams, KPI tracking becomes a box-ticking exercise: numbers get updated, dashboards look pretty, but nothing meaningful changes. If that sounds familiar, you’re not alone. In…

What to include in your Support Team SLA Tracker - Get powerful insights to help improve your Support Operations.
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Support Operations SLA Tracker: Build and Optimize Your SLA Monitoring Framework

In support operations, SLAs (Service Level Agreements) aren’t just contractual—they’re a reflection of team performance, customer experience, and operational maturity. Without proper tracking, even the best teams can fall into a reactive mode—missing commitments, over-promising, or under-communicating. An SLA tracker turns assumptions into visibility. It helps support leaders pinpoint trends like response delays, systemic escalations,…