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Re: Success Hub for Digital Customer Success in Community
As a user, I remember Cisco’s and Microsoft’s. The first had content for download organized in the journey steps. You could keep track of what you used, but not evolve or assess your level automatica…2 -
Re: What Metrics or KPIs do you use to measure your Tier III Support team?
At first, we measured hours and number of T1/T2 people trained, but after that, we found it more valuable to ask the T3 people to talk about their tech expertise and record it. So it evolved to "…1 -
Re: Branding and Voice of Digital Customer Success
Hi @Tonya Seibert , in the past I tried using something attached to the brand, such as a fictional character (person) and part of the logo as an icon.1 -
Re: Support Hours or Service Hours or Bucket of Hours in Service Contracts
Good point, @Suresh Kandeeban . "In scope" was everything we had listed as Incidents or Requests. "Out of scope" would include projects. When I created my Manages Services contrac…1 -
Re: KM tech stack - articles vs recordings
Hi @Stela Koleva , I used Microsoft Steam, which is good when you have Teams as your primary collaboration solution.1