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Re: How do you combat the issue of agents not logging out?
We use ServiceNow as our ticketing platform , we don't track the login/logout times , we instead track the time spent on each incident, whenever a incident is opened by a agent they have to manually …1 -
Re: Feedback Culture
@Darryl Benjamin not sure if this information helps, we are moving towards a more frequent quarterly OKR format of feedback , this helps to review and set goals on a quarterly basis , this is the fir…1 -
Re: Adding a platinum level support tier. What do you include in yours?
@Claire Hernandez we provide the following with our platinum services Customer Dedicated Support Representative Better Response and Synopsis Time ( This is a differentiator from our standard offering…3 -
Re: What new skills are needed for customer success to be effective in times of economic uncertainty?
Great and really insightful comments. When it comes to skills , in my opinion boundaries are blurring between customer success and TAM ( Technical account management) roles and I have asked this ques…1
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