Latest Version: 20.5.20
Released 20 May 2020
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  What's new for v20? At the end of standup we also review the overall company targets (Passengers travelled, Booking Unit Profitability). Physical proximity means that their whole team gets the full context and can ask for clarity easily. For example: Below is an example from my experience at Campaign Monitor. not to generate nice-looking graphs and reports. When you are clear about why you are reporting, you can decide more easily what you should measure and report on and — equally important — what not to measure and report on. At Campaign Monitor, customer service reporting is done at three levels, and the contents of those reports are slightly different each time: As a global and distributed company, that’s a great way to make sure everyone is up-to-date. Help Scout. These reports remove some of the individual agent details but add some long-term perspective. Customer service is a highly measurable activity, and the support software you use inevitably gives you access to a ton of customer service metrics. But having access to that data is only the first step. For Bounds at Mailchimp, he needed to quantify his need for more support staff, so he focused his reports on telling that story clearly and accurately. Shinesty looks at the following self-service metrics: “My primary purpose in reporting is to show that we’re doing a consistently good job — and that there are no red flags to be aware of,” says Vuk Lau, Director of Client Support at Celtra.

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