Blog

6.25.24 Read Time: 4 Mins

Multi Vendor Solution Support Delivers Results for Cisco Customers

The modern IT environment is mission critical, highly complex, and spans from the datacenter to the cloud often consisting of hardware and software from a variety of technology providers. Companies …

5.1.24 Read Time: 2 Mins

Support Contribution Value Chain

Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.

4.24.24 Read Time: 2 Mins

A Framework for Measuring Digital Interactions

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

4.2.24 Read Time: < 1

The Deflection Gap: Why Self-Help Comes up Short

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

3.3.24 Read Time: 3 Mins

AI for Support: Use Cases, Risks, and Quick Wins

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

3.1.24 Read Time: 2 Mins

14 New Metrics to For Better Support Insights

Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.

2.20.24 Read Time: 4 Mins

Best Practices for Developing Customer Insights

Effective strategies to improve satisfaction and gain customer insights.

1.2.24 Read Time: 2 Mins

Five Essential Support Resolutions for the New Year

Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.

11.14.23 Read Time: < 1

AI Platform Selection – Chicken vs Egg

This article introduces an approach for selecting an AI platform to support primary use cases.

11.8.23 Read Time: 3 Mins

Closing Knowledge Base Gaps

This article examines steps necessary to close the Deflection Gap by understanding ways to improve content coverage and findability.

9.14.23 Read Time: 2 Mins

Closing the Deflection Gap: Better Self-Service Support

The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.

8.12.23 Read Time: 2 Mins

The Support Contribution Index

Learn how to connect the effort of Support teams to the value they deliver to the business.

6.10.23 Read Time: 2 Mins

ChatGPT – What is it and why should I care?

LLMs and generative AI can change the way you deliver service.  The key to success is finding the right use cases. Learn how.

6.1.23 Read Time: < 1

Generative AI at Work – A Must Read

This study provides tangible evidence of the potential benefits for generative AI in support.

5.2.23 Read Time: 2 Mins

Service Win Backs

If customers still use your product but have canceled their service contract, re-engage them through a win back program.

4.26.23 Read Time: < 1

Preparing For Next-Gen Service Technologies

Planning for and adopting the next generation of service technologies.

4.20.23 Read Time: 3 Mins

ChatGPT is Cool – Now, Let’s Make a Plan to Put It to Work.

It’s time to move beyond the hype of advanced AI models like ChatGPT. This article introduces 4 practical steps to define future use cases for self-help and optimized digital customer …

4.19.23 Read Time: 2 Mins

Strategies for the Successful Transition to a Subscription Model

Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).