8.13.21 Read Time: < 1
Seven Strategies to Prevent Support Cases
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:
2.3.21 Read Time: 3 Mins
Optimizing Multi-Vendor Support Collaboration
Technology is complex. When something goes wrong it can be difficult to sort out which component is at fault and which vendor is needed to assist with the troubleshooting and …
1.19.21 Read Time: 2 Mins
Support Case Resolution: Are You Missing These 9 Best Practices?
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive …
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: 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 …