Try in app link
👏

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.

Try in app link

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.

Try in app link
🙌

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 for more goals? 🙋‍♀️

Want to set more customer success goals for your team? Check out over 180 goal and OKRs examples to get inspired.

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 Soapbox goals.

goal examples okrs and smart
collections_bookmark

Access 180+ goal examples

Empower your team to take ownership of their goals. Access our free library of role-specific and personal development goals.

timeline

Set and track milestones

Break down bigger goals into smaller milestones and key results to keep your team focused and motivated.

notification_important

Never forget about goals

No more setting and forgetting. Set goals in a way that's measurable and impossible to forget about.