case management

Customer service productivity metrics are essential for any business that wishes to remain competitive. However, not just any productivity metrics will do because it’s essential to get feedback on what helps drive your business and keep your customers happy. The need to use the right metrics leads to the question of which metrics you should use, so let’s take a closer look. Staff Productivity By staff productivity, we mean time spent by staff on productive tasks rather than time-consuming, menial tasks that offer little value. It’s not to suggest that employees are necessarily lazy, but some processes might take up much of your team’s time without you realizing how inefficient your processes are. A survey has shown that around 89% of people waste time every day at work, making it an issue that clearly needs addressing. One way to help ensure your staff are working productively is to track how much time they spend on particular tasks. Sophisticated time tracker software like the PK4 Time Tracker makes it seamless for you to track how long your staff are working for, including a breakdown of which tasks they are working on. Armed with this information, you can refine and streamline your […]