The five support metrics that actually predict churn
Ticket volume and agent occupancy describe how hard your team is working. They say almost nothing about whether a customer is quietly deciding to leave. Here are the five signals that do.
OMNELIAS Journal
Field notes on modern customer operations
Playbooks from the Elias Tech team building OMNELIAS, written for people who run WhatsApp, support and revenue conversations.
Metrics & Analytics
2 articles in this category
The economics of first contact resolution
A worked model for the cost of a second contact, why FCR targets above 85% usually backfire, and how to build the business case for fixing the upstream causes.
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