Blog : Metrics
6.17.26 Read Time: 4 Mins
The capability of support is not in doubt. What is missing is a definition of support’s strategic purpose.
6.1.26 Read Time: 2 Mins
There are five questions every support leader should be able to answer from data they already have. Most cannot.
5.27.26 Read Time: 3 Mins
AI is not saving support. It is exposing what support is actually worth to the business — and placing the burden squarely on support leaders to determine which direction that …
5.13.26 Read Time: 2 Mins
Stop measuring defection and start measuring engagement – here is how.
5.5.26 Read Time: 4 Mins
For decades, support organizations have measured deflection as a success metric. High deflection rates meant customers were finding answers on their own. Self-service was working. Support was becoming more efficient. …
4.27.26 Read Time: < 1
If support cannot align to growth — if it remains defined by ticket volume and cost per case — AI can do that work at lower cost. Support becomes a …
4.21.26 Read Time: 3 Mins
Support is inefficient. That’s not a criticism of your team or leadership—it has nothing to do with how hard people work or how fast they close cases. The inefficiency is …
4.16.26 Read Time: < 1
Beyond support operational metrics are the hidden treasures that describe the impact support has on the business. To reveal support’s value to the business start by answering these questions.
4.14.26 Read Time: 4 Mins
Most support teams have data. What they are missing is the business context that makes that data meaningful — and until that gap is closed, attribution is out of reach. …
4.9.26 Read Time: 4 Mins
Support must change now. We have been rooted in what we do and how we do it for so long that the kind of change support needs is difficult. But …
3.31.26 Read Time: 5 Mins
The right data does not just tell you what support does. It tells you what support is worth. This edition introduces the measurement stack that makes that story possible.
3.25.26 Read Time: 2 Mins
Most support teams can describe what support does. Few can prove what it is worth. This edition is about the data gap between activity metrics and attribution — and how …
3.23.26 Read Time: < 1
More than 70% of customers attempt to use self-help, but only a third succeed. A look at why self-help and support content comes up short.
3.20.26 Read Time: < 1
Support reporting makes us look busy. Being busy is not enough. Being valuable is the goal and this requires proof.
1.4.26 Read Time: 2 Mins
NextGen metrics to measure Support’s contribution to delivering value to both customers and the business.
5.20.25 Read Time: 4 Mins
This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics
4.21.25 Read Time: 2 Mins
2.28.25 Read Time: 2 Mins
Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.
