Another crucial aspect involves measuring the outcomes of your content creation efforts and assessing how effectively your content contributes to the achievement of your ultimate goals. These goals can vary depending on the role. For example:
Support agents or supervisors may seek to minimize the effort required for routine tasks, aiming to avoid boredom or overwhelm. In their case, a reduction in volume serves as a meaningful metric.
The Head of Support might also focus on demonstrating that their activities are driving the volume reduction. Here, well-measured deflection can establish a clear link to volume reduction, resulting in reduced team workload, diminished extra tasks, improved employee Net Promoter Scores (NPS)
, and ultimately enhanced Customer Satisfaction.
COOs, CXOs, or VPs may additionally be concerned with automation and cost optimization, especially in the face of budget constraints. For them, metrics like improved team capacity, reduced volume, and ticket deflection leading to cost savings take precedence as key performance indicators (KPIs).
For a more in-depth exploration of this topic, refer to this article