Beyond Speed: Measuring Support Success with the Right KPIs in BoldDesk
Speed has long been the primary way support teams measure performance. Faster responses, shorter handle times, and strict SLA targets dominate dashboards.
But as customer expectations rise, speed alone no longer defines success. Many teams meet response SLAs while customers still return with unresolved issues, reopen tickets, or leave dissatisfied. The problem isn’t effort — it’s what’s being measured.
In this webinar, we explore how CX leaders and QA managers can move beyond speed‑only metrics and adopt outcome‑driven KPIs that reflect real support success. You’ll learn how to measure resolution quality, customer effort, and consistency — and how BoldDesk helps make those outcomes visible and actionable.
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Date & Time: 5 May 2026; 10:00AM ET
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Duration: 25 – 30 minutes
Thank You for Registering!
We’re excited to have you join our webinar. Your spot is confirmed—see you soon!
What You Will Learn
Why speed‑based metrics alone fail to reflect true customer experience
Redefine “support success” using outcome‑driven KPIs
Meaningful KPIs CX leaders and QA managers should track
Balancing speed, quality, and outcomes without overloading teams
How outcome visibility improves coaching, reporting, and decision‑making
How BoldDesk enables teams to track and act on support outcomes
Who Should Attend?
Customer Support Leaders
Heads of Support, Support Managers, and CX Directors responsible for designing SLAs that directly impact customer satisfaction.
Operations Managers
Service and operations leaders looking to align SLA goals with workflows to deliver consistent, high‑quality support experiences.
IT Admins
Technology leaders ensuring SLAs are measurable, automated, and scalable across support systems and tools.
Business Owners / Founders
Leaders setting clear service commitments while balancing customer expectations and team capacity.
Helpdesk Administrators & System Owners
Admins responsible for configuring SLA rules, automations, escalations, and reporting within BoldDesk.
Speakers
Carter Harris
Webinar Host
Syncfusion
Anto Gibson Xavier Raj
Product Specialist,
BoldDesk
Trusted by companies of all sizes
Frequently Asked Questions
The webinar recording will be published on our official YouTube channel. It will be publicly accessible after the webinar ends.
The recording will remain fully accessible on our YouTube channel. You can watch it anytime at your convenience.
After registering, you’ll receive a confirmation email with the joining link. You’ll also find the link in the reminder emails sent before the event.
Yes! You’ll receive automated reminders leading up to the event to ensure you don’t miss it.
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