Learn how market leaders run critical service practices.
Data to help you understand how your performance compares to the industry and peers.
Unique research from the customer perspective.
Step by step guides for implementing essential service practices
Insights into essential service metrics and Key Performance Indicators
This report introduces the approach and metrics companies can use to define and measure the efficiency and productivity of support staff and resources. Support productivity metrics include Case Handling Productivity, First Contact Case Closure Productivity, Case Closure Productivity.
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This report describes the actions companies must take to rethink their knowledge management strategy as a means to engage and retain customers.
Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. This Innovation profile describes the Salesforce Trailhead platform.
The profile is FREE.
This perspective describes the reasons why business, and particularly service and Support organizations, must embrace a social media strategy.
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