Best Of
-
Re: Value of digital support portal as a component of services offer
Hi Dale - One thing I have learned is that Support offering, and delivery is very specific to the business (what is the business offering and how is it delivered) and industry in which business opera…3 -
Re: Training NPS benchmark
@Joachim Worf the benchmark @Carlos Alves mentioned is a great idea to get an idea of where you are. In the case your leadership is questioning NPS in general or questioning NPS for Training then you…1 -
Re: Morale During Hard Economic Times
@Carlos Alves I fully agree. Honesty is treated as the key - and people understand that if company results are bad there are cuts. But this also means that leadership must be prepared to act once res…1 -
Re: What does your company offer as a unified ecosystem / platform for ALL learning assets?
I agree with @Alexander Ziegler , no silver bullet out there because it'd depend on many integrations of tools and processes across different organizations. In the past, I worked with proprietary too…1 -
Re: Quality Assurance / Quality Monitoring Benchmarking
Hi @Kim Ahmer , we used to run 5% of total calls (support). When call volume increased, we concentrated on calls that took longer than 10min. During that time, we did not have a dedicated QA team; we…2 -
Re: Are there online community benchmarks?
In Exchange we're working to: 1- Promote Engagement and Nurturing practices. 2- <5% 3- <10% Metrics 2 and 3 are results of your actions under #1. You may find this valuable: https://www.tsia.co…5 -
Re: Is there a Support tool that stores customer specific info?
I used ServiceNow in the past, and we could keep this data as part of the knowledge base. There are other options that you create/use a KMS and integrate with your ticket system. Another suggestion w…1 -
Re: Training for High Performing Teams
Hi @Erika TaylorBeck You mention that you have updated your knowledge base to make it easier to find answers. Are you using any type of insight engine (like Coveo for example) to centralize all searc…1 -
Re: Frequency of assisted support case surveys
@Gordon Sorensen curious how you calculated the 2-week sweet spot… what would be the typical frequency of the average user to contact support?1 -
Re: Frequency of assisted support case surveys
We send a survey after an agent assisted supportcase: when user/contactperson did not opt out when user/contactperson (not customer/accountlevel) did not receive a survey request last 30 days we dist…1
Go to the TSIA Portal for more information and insights.