What KPI's do you use for Customer Care across Social Media?
Hi all, I'm looking to revamp my KPI's for customer care teams that support our customers across Social Media. Currently I use Items Per Hour (total number of replies per hour), Quality and more recently CSAT (across twitter DM's only). What I'm looking for is how others manage their Social Media customer care teams and promote their Social Media customer care team to their senior management. I'm interested in catching up with others to share best practices. Thanks.