Archives for Tom Sweeny : Page 8
9.9.20 Read Time: 3 Mins
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure …
Read Time: 2 Mins
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply …
9.5.20 Read Time: < 1
First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first …
8.17.20 Read Time: < 1
Service and Success programs are a significant source of revenue. To assure that they yield their maximum revenue potential, treat service portfolios as strategic offerings in the corporate portfolio by …
8.8.20 Read Time: < 1
Learn about Salesforce Trailhead, self-paced, online learning platform provided for free to anyone. Trailhead offers an excellent example for how to develop customer proficiency.
Read Time: 5 Mins
How efficient and effective is your support organization? Do you measure how efficiently staff are handling core support activities? Do you meet or exceed industry performance benchmarks? The process of …
7.19.20 Read Time: 3 Mins
This article defines Support excellence and explores what it takes to achieve this level of performance to maximize the impact of Support delivery.
6.5.20 Read Time: 3 Mins
First Contact Resolution (FCR) is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary …
5.2.20 Read Time: 2 Mins
Once a company has established a service relationship with a customer the service renewal policies and practices it uses determine whether it sustains the relationship or puts the relationship at …
4.15.20 Read Time: < 1
If you want to make money from support, you need to charge for it and most technology companies do.
3.1.20 Read Time: 2 Mins
Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service …
2.24.20 Read Time: 3 Mins
Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.
2.19.20 Read Time: 2 Mins
Learn how to measure customer experiences delivered through digital channels.
2.12.20 Read Time: < 1
It is no longer enough to attach a support program to a product sale. Effective Success Sales teams must be able to establish long term service relationships that last and …
2.3.20 Read Time: 2 Mins
If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity, …
Read Time: < 1
When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. …
1.27.20 Read Time: 2 Mins
Something more profound is happening across the industry. This article defines the state of customer success and introduces Top 10 Customer Success Facts. The fundamentals of Customer Success are not …
4.28.02 Read Time: < 1
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
