Comments
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One method is to use a soft close process when the support engineer is confident the solution provided will resolve the customer’s issue. At that point the resolution clock stops and if the customer does not respond, that soft close time is your resolution time and FCR time (if there was only one interaction with the…
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@Sumit Bhat, in addition to Dave's list, the terms specialist and advocate are being used. For example, Technical Support Specialist and Client Support Advocate.
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@Goncalo Pereira Thank you for the additional information and yes, that clarifies your ask. @Patrick Carmitchel, any telco community members you are aware of?
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@Goncalo Pereira, I have attached a document that we use and contains standard definitions of different tiers commonly found in a tiered support model. I hope this helps.
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@John Ragsdale Curious if you have any insights on where knowledge management groups are being aligned in XaaS organizations moving up the knowledge maturity model, support, PM, Product, etc? @Patrick Martin Any insights that you have noticed?
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@Mark Robinson Fully agree with your comment, "Every metric for me should have a well understood action that needs to be triggered as a result." In the Support Services Research Practice here at TSIA, I continually talk with members on how to improve their knowledge sharing culture since many are struggling. My first…
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Excited to engage in this new community!