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Re: What are your views on what it takes to create winning teams?
In my view and simplifying what has been said previously there are essentially two key factors: Leadership - make sure you have the right people leading and managing your staff. Provides the vision a…1 -
Re: Who is responsible for documenting the value being delivered to the customer?
Fed by Services, Sales and Pre-sales and Product Management organisations, documenting value including the customer's journey towards getting Value can be owned by Marketing.1 -
Re: Do you survey re-opened cases?
My take on this is that you should not survey twice the same case. The CSAT survey captures the perception of the customer with the quality of the transaction that happened up to its closure (hopeful…1 -
Re: How are you measuring Case Deflection?
@Patrick Martin it is indeed much more practical to measure intent when customers are in the process of opening a ticket with Support; and the most effective way to do this is to track if KB articles…1 -
Re: Are you using a Workforce Management System for Support organizations?
Based on your current workload, I am honestly not sure you are going to get much benefits from automating the routing. My experience with automation for workload distribution on much larger volume ha…1