Tag: Case Management

9.3.21 Read Time: < 1

Five Ways to Automate Service Delivery

Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:

11.11.20 Read Time: < 1

Support Imperative: Track and Report Defects

Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.

9.30.20 Read Time: 2 Mins

Support Demand: Problem or Opportunity?

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. …

9.9.20 Read Time: 2 Mins

Optimizing First Contact Resolution (FCR)

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 …

Read Time: 3 Mins

Time to Resolve (TTR)

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 …

9.5.20 Read Time: < 1

Top 10 Practices For Measuring First Contact Resolution

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 …

8.8.20 Read Time: 5 Mins

How Productive is Your Support Organization?

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 …

7.1.20 Read Time: < 1

Why Can’t You Close More Cases at First Contact?

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) Defined

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 …

3.1.20 Read Time: 2 Mins

Do You Need SLAs?

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 …