Service & Delivery
Archives for May 2020
Discussion List
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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… -
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. … -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?Accepted Answer Tishia Beneventi 19 views 1 comment 0 points Most recent by John Ragsdale Service & Delivery -
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?Accepted Answer Tishia Beneventi 51 views 5 comments 1 point Most recent by David Perrault Service & Delivery
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Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see … -
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…Answered Larry Aronovitz 59 views 4 comments 0 points Most recent by David Perrault Service & Delivery -
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…Answered Joseph Reifel 21 views 2 comments 5 points Most recent by David Perrault Service & Delivery -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis?Answered Randy Mysliviec 52 views 2 comments 0 points Most recent by Jaime Farinos Service & Delivery -
Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference? -
Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t…Answered Eric Markwardt 50 views 4 comments 0 points Most recent by Eric Markwardt Service & Delivery -
What changes in Services Delivery do you envision persisting long-term?In the post-Covid world most of our professional services delivery has moved to offsite. Do you envision this delivery modality shift to persist long-terml? What are the other big shifts you envisi… -
XaaS Channel Optimization - Prioritizing Partners’ Economic Engines(Link) What have been some successful strategies your organization has employed to design offers that are "channel first" and "partner first"? Specifically ones that included new … -
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? -
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?Accepted Answer Courtney Ellis 68 views 2 comments 7 points Most recent by Jeremy Dalletezze Service & Delivery -
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"?Accepted Answer Chris Wright 46 views 4 comments 1 point Most recent by Christine Sei Service & Delivery -
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…Accepted Answer Daniel Coullet 70 views 5 comments 0 points Most recent by Melanie Gallo Service & Delivery -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer… -
What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: https://www.tsia.com/rapid-research-response. In this communit…Answered George Humphrey 45 views 2 comments 1 point Most recent by George Humphrey Service & Delivery