Blog

11.18.24 Read Time: 2 Mins

NextGen Support Metrics: Answers Delivered

Answers Delivered is a fresh approach to track the quantity of solutions and insights provided to customers across all channels, including direct support, self-help resources, and automated interactions.

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Answers Accepted: A Vital Metric for Evaluating Support Effectiveness

Answers Accepted is a Vital Metric for Evaluating Support Effectiveness

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Measure the Impact of Support Knowledge: The Relationship Between Support Reach, Answers Delivered, and Answers Accepted

Tracking NextGen Support metrics including Support Reach, Answers Delivered, and Answers Accepted in tandem allows organizations to gain a deep understanding of support knowledge accessibility, engagement, and resolution quality together.

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Support Efficiency

Support Efficiency measures how well Support teams deliver quality answers to customers across various channels, including assisted, self-help, and automated support.

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Support Effectiveness: A Critical Metric for Measuring Support’s True Impact

Support Effectiveness helps organizations move beyond transactional metrics, showcasing Support’s role as a key driver of customer and business success.

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Understanding Support Costs: A Key to NextGen Support Metrics

Support Costs provide insights into the the full scope of Support expenses helping support leaders to make informed decisions about scaling, resource allocation, and optimizing cost-efficiency.

9.14.24 Read Time: 2 Mins

Closing the Deflection Gap to Optimize Self-Service Effectiveness

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

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.

3.15.24 Read Time: 2 Mins

What is the primary expected outcome of your service organization?

Service teams are shifting their focus to the attainment of strategic outcomes.

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.

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.

11.3.23 Read Time: 2 Mins

How to Increase Proactive Support Engagement

This article introduces the state of proactive support today and introduces steps for support teams to become more proactive.

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.