Support OKRs

Question

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

Kevin Bendixen · Accepted Answer

If you want to focus on the quality of support I don't think there is much more you can do besides these two options. At least I'm not aware of anything else. Also not sure if auditing the conversation will give you a good metric (since it's very subjective). You might want to do some research on the topic of OKRs for support teams, there's some good reading on the net

Kevin Bendixen · Answer

You could aim for a specific conversation rating via the customer satisfaction report

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