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Customer service workforce template

Use our template to analyze the six customer service metrics every support team should track.

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How to use this template:

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Customer service workforce template

Department

Employee count

Manager(s)

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Current customer service goals

1.

2.

3.

4.

5.

Future customer service goals

1.

2.

3.

4.

5.

Training opportunities

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Action plan(s)

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Average resolution time

Occupancy

First response time

Current

Goal

Current

Goal

Current

Goal

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​

​

​

​

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First contact resolution

Tickets handled/

solved per hour

Customer

satisfaction score

Current

Goal

Current

Goal

Current

Goal

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​

​

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​

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Team goals

Customer service metrics

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CUSTOMER SERVICE WORKFORCE TEMPLATE