Comments
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Thanks for including me @PatrickCarmitchel and hi @NatalieHolzer! Any type of executive sponsorship program is always great to have as it lends weight to whatever initiative is planned. There are some cautions with executive sponsorship of escalations given that a customer escalation typically has to do with increasing or…
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Thanks for including me, @Patrick Carmitchel , and great question, @Claire Hernandez! We have a link to our EOL matrix on our Customer Center. Our Customer Center has three tabs: Resources, Support, and Tools. The link to it is under the Resources tab. The second and third items you mentioned are good for basic…
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The trends and expectations for support specifically that I see are on the increased volume of support cases, increasing emphasis on the experience, and time to value. The first is a challenge often seen for support organizations but intensified due to COVID-19 as customers and companies alike struggle to do more with…
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Thanks Thomas! The survey contains some very insightful data and is key to understanding how companies are planning and mapping out their strategies for the months and dare I say, years ahead. This recent survey, combined with previous survey data, paints a large canvas that is key to understanding and tackling the larger…
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Thanks @Thomas Lah!
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Thanks for sharing, Divya. Advanced salary payments and promotions, hikes, and variable payments does seem to go against the general trend. @Thomas Lah I'm curious if TSIA has surveyed this across its customer base. It has tracked revenue and headcount but it would be interesting to know how many salary and promotion…
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Our company has had a Chief Safety Officer role for several years, who has typically lived in the Facilities department with representatives/volunteers from all departments. The current focus is on the return to the office using a phased approach starting in a few months to ensure safety. The question does invite the need…
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CS definitely has a major influence on the roadmap, as it should. I remember hearing once at a Tableau conference that, while analytics was important, too many companies tended to create too many reports, sometimes at the drop of the hat. Adoption is I believe the one of the key analytics for CS and for a successful…
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For us, the importance of mental well-being started at the very top. If the CEO makes mental well-being important, all other leaders in the company follow suit. That’s a good thing, not just to know someone at the top cares but that it is a priority for the workplace, which instills loyalty in the company and its mission.…
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For us, it is keeping a constant eye on metrics and predictive analysis with a high focus on Knowledge Management. For example, we created knowledge articles specific to questions on the current pandemic. We created FAQs on those and continually update them as new information comes in. The great thing is many other…
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Similar to Stephen's comment, our focus is on increased personalized approaches to customer engagement. Knowledge Management has played a role in getting much-needed information to our customers. For example, many colleges and universities are changing tuition rates or schedules. Although this information was already in…
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Looking forward to all the insightful community discussions on COVID-19 and the state of the industry!💡
