The Customer Support Quality Benchmark Report 2021 highlights the importance of quality in customer support and how it's changing. The report found that customers want digital-first solutions, self-service options, and personalized conversational experiences. Support teams are shifting their focus from traditional metrics like time to close to more comprehensive KPIs that track accuracy, tone and empathy, and proactivity. The report emphasizes the need for a 360º view of team performance, aligning with organizational values, and using a scorecard to track unique internal quality standards. It also highlights the importance of peer-to-peer reviews, regular conversation reviews, and using difficult conversations as learning opportunities. Ultimately, defining what quality means for your team and building metrics around it can ensure consistent, conversational support experiences every time.