This course introduces the most important KPIs and metrics used in customer support and service teams. It is designed for beginners who want to understand how to measure performance, improve customer experience, and make data-driven decisions.

You will start with a simple introduction to KPIs and metrics, learning what they are and why they matter in customer support environments. The course then dives into key performance indicators used by support teams worldwide.

You will learn about Customer Satisfaction Score (CSAT) and how it reflects customer experience and service quality. The course also explains First Response Time, helping you understand how response speed impacts customer perception.

In addition, you will explore important business-focused metrics such as Net Revenue Retention (NRR), which shows how well a company retains and grows its customers. The course also covers Resolution Time, teaching you how efficiently customer issues are solved.

Each concept is explained in a simple and practical way, making it easy to apply in real-world scenarios. By the end of this course, you will be able to track, analyze, and improve customer support performance using the right KPIs.

This course is ideal for beginners, customer support agents, team leaders, and anyone interested in customer experience and performance measurement.