Sometimes it’s Better to Let Customers Hold for Service
In response to this mounting pressure on service levels, it is tempting to introduce call diversion methods to reduce hold times. These include routing customers to voicemail, routing customer to...
View ArticleHow Does Your Organization Measure Case Backlog?
In a service organization there is always more service demand than can be met in a single day, week, or month. Incomplete service requests, “work in process,” backlog or case load are some of the...
View ArticleMeasuring Service Deflection
There are a wide array of opinions about measuring Service Deflection out there in the industry today, and as many methods to do so. In a study we did several years ago, we found that out of over 90...
View ArticleUsing Soft Close to Fix Resolution Metrics
Improving case resolution performance is one of the ‘usual suspects’ in the annual operation plans of most of today’s technical support operations and for good reason. Based on recent ServiceXRG’s...
View ArticleSuccess, Failure and Disasters: Cisco Tests Tasks to Improve the Customer...
Presentation from the 2015 Service Industry Summit - Cisco has been monitoring the performance of top tasks on its support website for more than 4 years. The Task Performance Indicator (TPI) is now a...
View ArticleUnstructured Data Analytics for Customer Service – On Demand Webinar
Learn more about Unstructured Data Analytics for customer service. In this webcast we share shared valuable insights and a fresh approach to data analytics. The post Unstructured Data Analytics for...
View ArticleUsing Data Analytics to Expose the Mysteries Buried in Customer Service...
Based on the numerous interactions that a service organization has with its customers, a large amount of data is captured and stored in company systems and databases. This data can be categorized as...
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