Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. … -
Is there a need to adopt Digital Learning Offerings to include interactive components?With the current situation we're seeing as everybody significant increase in the need to digital learning offerings. In internal discussions the question came up if we should include into existing no… -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis? -
How to measure relationship and quality of case resolution for regular customers?I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measu… -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
Cost of Post-Live Support: Benchmarks?Hi All - Our Support Services team is preparing an analysis on the cost of post-live support (support provided our Customers upon go-live of a software implementation, through their maintenance contr… -
Post COVID-19, are you expecting changes to go-forward Services engagement processes?What will the changes be in our industry as we move forward over the next year or more under a "new normal"? -
What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence? -
Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze… -
What are examples of specific ways COVID-19 has impacted your Services Organization?Are you seeing little to no services impact, improved business opportunities, or negative impact? -
Are employees eager to use chat when providing support, or do they resist?For those of you who have introduced Chat support in the last few years, how did your employees react to the introduction of chat (not chat bots) in your company? Were they eager to use it, or were t… -
XaaS Channel Optimization - Prioritizing Partners’ Economic EnginesWhat have been some successful strategies your organization has employed to design offers that are "channel first" and "partner first"? Specifically ones that included new partner… -
How has the shift to a fully remote workforce impacted Service Delivery and Security?What is the impact of Covid-19 to service delivery organization, as workers must work remote from physical NOC? Have there been security implications to providing remote access for workers? -
What are the top SaaS outage communication best practices?Qlik is transitioning to SaaS first and I am looking for best practices to manage communication to internal and external stakeholders. With COVID-19, communication is becoming a key factor of succes… -
How are you measuring the impact of COVID on your support delivery?COVID-19 is impacting businesses in infinite different ways. For those of us concerned with how we can provide a great experience and be there from our customers through continued support delivery, h… -
Are you extending existing contracts to accommodate customers impacted by the Pandemic?In the wake of this crisis, is your organization changing or extending contract dates for service delivery packages?
Categories
Popular Tags
- CX / Customer Experience 6
- SaaS Support Models 5
- Sales 4
- Customer Training 4
- Service Offers 4
- Go To Market Strategy 4
- KPIs 3
- XaaS / SaaS Revenue 3
- Talent Management 3
- Marketing 3
- Customer Satisfaction CSAT 3
- Monetization / Pricing 2
- Knowledge Management 2
- Digital Transformation 2
- Digital Experience 2
- Customer Renewal 2
- Value Management 1
- Partner Program 1
- NPS 1
- Customer Success 1
- Metrics 1
- Technology Services Product Management 1
- Product Roadmap 1
- Proactive Support 1
- Offer Development 1
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