Making the function visible.
WHAT TO REPORT
Volume, and its direction Response and resolution times against commitments Top drivers of volume Recurring themes Satisfaction, with context
WHAT TO LEAD WITH
What changed, and why.
WHY NOT THE NUMBERS
They mean nothing without interpretation.
WHAT TO TRANSLATE INTO BUSINESS TERMS
Volume into cost Recurring issues into lost revenue Complaints into cancellation risk
WHY
It is how decisions are actually made.
HOW TO ESTIMATE THE COST OF AN ISSUE
Tickets multiplied by handling time, valued, plus any churn.
WHAT TO ASK FOR
Specific decisions: fix this, document that, staff this.
WHAT NOT TO DO
Present problems with no proposal.
WHAT TO INCLUDE
Direct customer quotations.
WHY
They persuade where summaries do not.
WHAT TO SHOW OVER TIME
Whether fixes reduced volume.
WHY THAT MATTERS
It demonstrates the loop works, and justifies the next request.
WHAT TO BE HONEST ABOUT
Where support is failing.
WHY
Concealing it prevents the help you need.
WHAT CADENCE TO USE
Regular, and brief.
