Blog : Support : Page 4
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 …
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.
7.1.20 Read Time: < 1
What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases …
6.5.20 Read Time: 4 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 …
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.
2.12.20 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, …
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.
