Tracking the team's ability to handle more tickets with the same resources indicates the benefits of KCS. Improving team capacity by at least 20% is a key benefit, but it requires considering
- ticket volume
- average handle time
- available headcount.
It is always necessary to consider all three components as they have the potential to change in various directions, and there exists an optimal balance among them. This approach is commonly known as the Triangulation approach.
By examining ticket volume, average handle time, and available headcount together, organizations can achieve a comprehensive understanding of their support team's capacity and performance. This holistic perspective allows for a more accurate assessment of resource allocation, workload distribution, and operational efficiency.
Through the Triangulation approach, organizations can identify the appropriate staffing levels, optimize workload management, and ensure that resources are effectively utilized to meet customer demands. This method facilitates a balanced and efficient support environment that enhances customer satisfaction, reduces response times, and maximizes the team's productivity.
Taking into account the interplay of these three components enables organizations to make informed decisions, adapt to changing circumstances, and continuously improve their support operations. The Triangulation approach serves as a valuable tool in optimizing team capacity and driving overall performance excellence.