I recently had a rough customer service interaction. There was an issue in compensation on a returned order, and when I interacted with the support team across email and live chat (a few back-and-forths) it was clear that they were missing information from prior interactions. I ended up having exchanges with multiple agents, and it seemed like a new ticket was being opened each time we talked—could it be? As a consumer, it was incredibly frustrating.

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center, measuring KPIs in the industry has been a hot topic.