Skip to main content
ServiceXRG
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Member Login
ServiceXRG
  • Member Login
  • Self-Assessment
  • Let’s Talk
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog

Blog : Efficiency

Tag: Efficiency

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:

8.27.21 Read Time: < 1

Nine Best Practices to Help Customers Help Themselves

Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with …

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.

9.9.20 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 …

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 …

Browse By

  • All Posts
  • Events
  • Insights
  • Team
  • Transform
  • Retain
  • Support
  • Scale
  • Success
  • Guest Post
  • Grow
  • Process
  • Programs
  • Strategy
  • Technology

Subscribe for even more resources and the latest in your inbox.

"*" indicates required fields

Name*

By clicking the "Submit" button you accept and agree to be bound by the Terms of Use and Privacy Policy.

This field is for validation purposes and should be left unchanged.

ServiceXRG

© Service Excellence Research Group, LLC 2023. All Rights Reserved.

Website by Imagebox

Contact Info
  • Email: info@servicexrg.com
  • Phone: 800-475-0089
Quick Links
  • Your Challenges
    • Overview
    • Self-Assessment (Old)
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
  • Let’s Talk
Social Media
  • LinkedIn
  • Newsletter
  • Twitter