Your Support team might be quite used to tracking different metrics. Even though OKR is about focusing on important outcome measurements, they are not the same as your team’s monthly targets (KPIs) or personal performance levels.
KPIs tell you the level of performance you need or are happy with, and OKRs focus on something that you want to improve. KPIs reflect business-as-usual performance, and OKRs guide you to better results. There is no point in writing the average answering speed to your team’s OKRs if there’s nothing to improve.
Tracking how many emails or support tickets people answer doesn’t help either. You need to think about what you could be better. Maybe people answer many emails but not many customers get the help they need? That means your team should think about how to be better at helping customers.
Think, how could your Support team provide greater value to the customers or to your company?
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