TeamSupport
SEPTEMBER 16, 2020
Whether Support is motivated by customer retention, operational efficiency, financial contribution, or attainment of customer satisfaction, the key is to define and achieve positive business results from support operations with strategies that align to tangible and measurable support metrics. Learn more at servicexrg.com.
TeamSupport
JANUARY 12, 2021
Expand efforts to build customer proficiency through training, coaching and skills development. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. Make efforts to capture and learn from customer interactions an imperative to driving Support efficiency.
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TeamSupport
SEPTEMBER 8, 2020
The full value of customer support can only be realized when you have well-defined processes, metrics, and systems that can help you manage and meet customer expectations and capture the insights learned from each customer interaction. The Value of Customer Support. Learn more at servicexrg.com.
TeamSupport
JANUARY 26, 2021
Formal efforts to help customers develop proficiency with products through training, knowledge transfer, best practice guides, and coaching can reduce “how to” questions – another significant source of support demand. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.
Customer Relationship Metrics
JULY 26, 2017
Pierce, O’Driscoll, Coghlan, 2004). Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA).
Nicereply
MARCH 14, 2023
Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do?
ijgolding
NOVEMBER 17, 2016
KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization.
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