Blog : All Posts
11.18.24 Read Time: 2 Mins
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.
Read Time: 2 Mins
Answers Accepted is a Vital Metric for Evaluating Support Effectiveness
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.
Support Efficiency measures how well Support teams deliver quality answers to customers across various channels, including assisted, self-help, and automated support.
Support Effectiveness helps organizations move beyond transactional metrics, showcasing Support’s role as a key driver of customer and business success.
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
The Deflection Gap serves as the best indicator of the effectiveness of your self-service initiatives.
6.25.24 Read Time: 4 Mins
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
Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.
4.24.24 Read Time: 2 Mins
4.2.24 Read Time: < 1
3.15.24 Read Time: 2 Mins
Service teams are shifting their focus to the attainment of strategic outcomes.
3.1.24 Read Time: 2 Mins
Learn new Support metrics to provide greater insight into the efficiency and effectiveness of your Support team.
2.20.24 Read Time: 4 Mins
Effective strategies to improve satisfaction and gain customer insights.
11.14.23 Read Time: < 1
This article introduces an approach for selecting an AI platform to support primary use cases.
11.8.23 Read Time: 3 Mins
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
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
Learn how to connect the effort of Support teams to the value they deliver to the business.