Can You Influence It?

(Richard Millington) #1
Originally published at: <strong></strong><br><br>Careful of reporting on metrics you can’t influence.

Customer support communities often fall victim to this. A new product release drives scores of people with problems to ask questions in the community. This is reported in activity or calls deflected.

That’s now the benchmark you’re judged against.

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(remah) #2

That first sentence is gold; I get excited about a wise maxim like that.