AP customer service metrics

January 31, 2019

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Q. What are some of the best AP customer service metrics/SLAs to measure and improve the performance of our AP team dealing with vendor emails? Some I can think of are: Resolution time First reply time Average wait time for customer/vendor Any more? A.  (from the IOFM Advisory Panel) These are common metrics for Customer Service (CS), along with number of resolved per CS rep. However, at my former workplace, I found it difficult to come up with a metric that would give us what we really…

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