Greg Higgins · VP, Professional Services & Support · | Enthusiast ✭

  • Re: Support KPIs

    Greg HigginsGreg Higgins
    Hi @Courtney Ellis. Thanks for posting! I'm looking forward to reading the responses. At Splash, we track: Average Resolution Time (Mean Time to Solve) CSAT SLA First Time Adherence Average Updates P…

  • Re: Team Roles & Responsibilities

    Greg HigginsGreg Higgins
    @Alexander Ziegler Thanks for the question! We do have a dedicated Education team that splits their time between scaled education programming (webinars, Digital Learning, etc. - http://splashthat.com…

  • Re: How are you measuring Case Deflection?

    Greg HigginsGreg Higgins
    This is great stuff, Patrick. At Splash, we currently have a blind spot in deflections so we simply look at average tickets per user over a period of time to inform any efficiency/quality gains from …
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