• Using Proactive Metrics for Support Operations

  • Mar 21 2024
  • Length: 49 mins
  • Podcast

Using Proactive Metrics for Support Operations

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  • Summary

  • This Podcast episode dives into proactive metrics for customer support operations with Charlotte Ward, Head of Support at Snowplow. Traditional support metrics often focus on reactive solutions. Here, Charlotte discusses a framework for using data proactively to identify and address customer issues before they arise. The episode explores key proactive metrics, how to analyze data through this lens, and a real-world example of transitioning to a proactive approach. You'll gain valuable insights and actionable strategies to implement proactive metrics within your own support team.
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