Blog : All Posts
12.4.20 Read Time: 5 Mins
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to …
11.11.20 Read Time: < 1
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
10.27.20 Read Time: < 1
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …
10.22.20 Read Time: 3 Mins
10.2.20 Read Time: 3 Mins
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …
9.30.20 Read Time: 2 Mins
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. …
9.22.20 Read Time: 2 Mins
The industry is buzzing with talk of customer success, what does it mean for Services? Service organizations are in a unique position to drive customer success initiatives. Who better than …
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: 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 …
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.
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 …
