How to Improve Average Resolution Time
Do a quality check to understand a more complete picture of performance other than the number of closed tickets. Doing this helps you know if you are meeting customers’ expectations, rather than trying to move on to the next issue. Checking NPS and other customer satisfaction factors can compliment this strategy.
Monitor your average resolution time but segmented by agent. This will help you to see who your most efficient agents are and which agents might require more training or extra support. Linking KPIs to the people who contribute to them is what changes dry reports into actionable insights.
Top support tools
Providing your agent with premier support software such as GoDesk or HelpScout will give them the tools they need to create the best support experience for your customers.