Which KPI would be relevant for Customer Service performance?

The selection of average resolution time as a key performance indicator (KPI) for customer service performance is pertinent because it directly measures the efficiency and effectiveness of customer support agents in resolving customer issues. This metric reflects how quickly a company can address and resolve inquiries or problems faced by customers, which is critical for customer satisfaction and retention. A shorter resolution time generally indicates a more effective customer service team, as issues are dealt with promptly, reducing frustration for customers and demonstrating the company's commitment to service quality.

In contrast, the other options do not relate specifically to customer service performance. Monthly overtime hours might assess workforce management or cost issues, page likes and comments pertain to social media engagement rather than customer service quality, and cost per new hire focuses on recruitment expenses, which is unrelated to how well customer service interactions are managed.