What You Should Actually Measure in Support with Meghan Gallagher

Send us Fan Mail Metrics shape the way support teams work, but not every metric tells the full story. In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use...