Category: Insights

8.8.20 Read Time: 5 Mins

How Productive is Your Support Organization?

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 …

6.5.20 Read Time: 3 Mins

First Contact Resolution (FCR) Defined

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 …

2.3.20 Read Time: 2 Mins

Bad Attach? Is There Such a Thing?

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, …

4.28.02 Read Time: < 1

Self-Service Initiatives (Still) Fall Short

The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.