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Metrics to Track or Toss: Craig Stoss’s 5-Step System to Simplify Support Data
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Support teams are swimming in data, but how much of it actually helps you make better decisions?
In this episode, I’m joined by Craig Stoss, VP of Partner Solutions at Kodif, to talk about the two biggest data mistakes support teams keep making and how to fix them. Craig’s been in the CX and support world for over 25 years, and he’s walking us through his 5-step system to simplify metrics.
We get into why rigid dropdowns and single-select fields cause more harm than good, how to figure out what metrics are worth tracking, and how AI tools are making clean data easier to access. If you’ve ever stared at a report and thought, “What am I even supposed to do with this?” you’re not alone. This episode will help you reset your approach and focus on what actually moves the needle.
🔧 Sponsored by Supportman.io, linking Intercom to Slack for instant, made-for-you ticket QA.
You’ll Learn:
- The two biggest data mistakes support teams make (and how to avoid them).
- Why single-select fields and rigid data structures kill your reporting.
- How to approach capacity planning without overcomplicating it.
- The two exact metrics you need to start capacity planning today.
- Why migrating all your old data to a new system probably isn’t worth it.
- How AI is Transforming Data Reporting and Why Rigid Categories Are Becoming Obsolete.
Timestamps:
00:00 – Intro
01:45 – The Biggest Data Mistakes Support Teams Make
08:30 – Why You’re Overcomplicating Capacity Planning
15:40 – The Only Two Metrics You Really Need
22:10 – How AI Is Changing Support Reporting
30:00 – What Data to Keep, What to Throw Away
35:50 – Final Advice for Support Leaders
Your Next Moves:
📧 Join the newsletter: https://live-chat-with-jen.beehiiv.com/
🔗 Try Craig’s Erlang Calculator: https://stoss.ca/erlang-model-calculator
📌 Learn more about Craig: https://stoss.ca
👩💻 Connect with Jen: https://www.linkedin.com/in/jen-weaver/
🤖 Sponsored by Supportman: https://supportman.io
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