7.20.22 Read Time: 2 Mins
Three Applications for Scaling Support with Chatbots
Leverage the power and potential of today’s chatbots to scale support delivery capability.
9.28.21 Read Time: 2 Mins
The Right Metrics for Support and Success
This article introduces 8 essential metrics for Support and Customer Success.
6.21.21 Read Time: 3 Mins
Improve Support CX by Understanding What Users Want and Need
When customer expectations are not known or well managed – the instances of dissatisfaction with Support will rise. This article introduces the top reasons for customer dissatisfaction.
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.
10.22.20 Read Time: 3 Mins
How to Measure Net Recurring Revenue
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to …
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 …
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 …