How can you address conflicting KPIs between sales and support teams for better customer service outcomes?
In the world of customer service, sales and support teams often have different Key Performance Indicators (KPIs) that can sometimes conflict. For instance, sales teams typically focus on revenue targets and conversion rates, while support teams prioritize customer satisfaction and problem resolution times. This can create tension and misalignment in goals, potentially harming the overall customer experience. To address this, it's essential to find a balance that encourages collaboration between the two teams for the benefit of the customers and the company.