Customer Support Manager Goal Examples
Need inspiration setting Customer Support Manager goals for yourself or a direct report? Check out the examples below to get started.
Including contributions from Sharpen.See more Customer Success goals
Coach your support agents daily
Choosing the right KPIs helps your team narrow their focus, but you can’t improve customer outcomes without the right guidance and coaching. Dedicate time daily to level-up team performance and teach your agents new skills and behaviors that lead to success. But remember, coaching and feedback should be organic—you don’t need a formal 1:1 or meeting to notice and reinforce the right behaviors.
Choose agent-controllable metrics
Some metrics are wonderful call center metrics—but aren’t necessarily wonderful agent metrics because your agents can’t directly impact them. Conversely, if you only focus on efficiency metrics like Average Handle Time, the overall quality of your interactions could suffer as support agents rush to improve time-based metrics. Instead of only making speed a priority, balance efficiency with quality metrics for your customers, and with engagement metrics for your team.
Improve customer satisfaction scores
Improve the efficiency and effectiveness of your customer support team to help customers get fast (and lasting) resolutions, leading to higher happiness and volunteered brand advocacy.
Looking to hit goals? 🙋♀️
Need a system that helps you stay on track to the goals you do set?
Let's face it
Effective teams hit goals 🎯
Align your team by setting collaborative goals that you can easily measure, track, and keep top of mind. Become a high-performance team with Hypercontext goals.