-
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: CSM coverage
Yes, you got it right. Yes, I've seen assignments by product lines so CSMs could get a deeper knowledge of the product. However, I prefer to focus CSMs on the relationship and adoption process. Usual…1