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Re: Introducing Self-Service
Hi Fritz, I would highly recommend to look into the Consortium for Service innovation and their KCS methodology: https://www.serviceinnovation.org/kcs/ i hope this helps. Jaime1 -
Re: Support Resolution Time Calculation
I've tracked resolution times: overall / solved only by Support / solved with the help of Engineering. I would check both the time spent on the customer side as well as the time spent on Support/Engi…2 -
Re: How are you measuring Case Deflection?
In addition to the ones mentioned, it is also worth noting, the simple tracking of how cases evolve over time (increase or decrease) compared to the increase in the number of customers. Having enough…1 -
Re: Role for PS Revenue
An PS Engagement Manager will typically work with Sales/Presales and PSO to position the right services according to the requirements of the customer and be a key point of contact to make the transit…2 -
Re: What metrics (e.g. KPIs) does your customer success team get measured on?
There are a few KPIs tracked at a team level and some at an individual level. At an individual level I'm not fond of KPIs because they can easily drive bad behavior. It's better to focus rather on dr…4
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