Trying to understand the gap to make the Support Team members happier. In general, support teams performance is measured using:
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Ticket volume
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Response time
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CSAT
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AHT
All valid metrics. But I rarely see teams measuring:
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Knowledge reuse
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Context preservation
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Cognitive contribution (when someone solves a complex issue that prevents future escalations)
Because these aren’t measured, knowledge capture becomes optional. And under SLA pressure, optional work usually gets skipped.
Curious to know:
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Do you track knowledge reuse in any structured way?
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How do you ensure complex solutions don’t get re-solved repeatedly?
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Have you found a way to make knowledge contribution visible in KPIs?
Trying to understand how others are handling this.
Looking forward to your thoughts.
