Reports on ticket data can help you with insights on how well your team is performing. Building a great customer support team goes beyond just reporting. How would you ensure that your team is customer-focused, empathetic and good understanding about your product?
At Freshdesk, we do weekly conversation reviews where we pick a sample set of tickets based on a few criteria (CSAT, number of conversations, etc.). This has immensely helped in identifying training needs, fixing documentation issues while making sure the team is motivated to constantly improvise the way they handle tickets.
How do you do the conversation reviews for your team? Start sharing your recipes with the community :)