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Re: Who owns your knowledge base? Product, Product Marketing, Support, Other?
@Greg Higgins I have had both. My preference is to have a dedicated resource to be responsible of KM tools & processes; that includes review old content for retirement or requiring updates, respo…6 -
Re: How do you categorize behavioral skills to allocate tickets to qualified staff?
All valuable goals - you can add soft skills such as language, listening skills and empathy as well. However, practically, I expect most support organisations to be running a tight workload vs headco…2 -
Re: Support Services productivity through the pandemic...
Productivity can be defined in two ways: Quality , i.e. is your org delivering the service your customers expect whatever that might be, so CSAT, NPS, time to resolutions, etc... are your KPIs Quanti…6 -
Re: How are you getting buy in from your field team to travel again?
Right now, most Enterprise customers still have a WFH policy, so requests for face-to-face meetings are very few.1 -
Re: What are the "vital behaviors" of a CSM?
All of the above. You want to have a process-driven approach that is repetitive in nature so that your customers get a consistent experience regardless of who their assigned CSM is. It will also allo…1