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Time to Resolve
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.
Do you have ideas for using AI?
According to Svetlana Sicular of Gartner the reason why AI initiatives are rolling out so slowly, is the lack of ideas. Françoise Tourniaire of FTWorks offers insights and ideas for applying AI to Support.
How to Define and Measure Deflection
Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand. The average rate of case deflection within the technology industry is 23%. For some companies deflecting 23% of the assisted support demand is extraordinary, while for other companies there is considerable room for improvement.
5 Ideas for Improving Your Support Operations in 2020
It's this time of the year when we think, or rather, we know that we are walking into a brighter future. Françoise Tourniaire of FTWorks offers 5 ideas for improving your support operation.
How Many Accounts Can a CSM Manage?
How many accounts can a CSM manage? The right answer is, "it depends." Françoise Tourniaire of FTWorks offers some key observations.
Resideo – 2019 ASP Top Ten Winner Profile
Resideo is a 2019 Top Ten winner in our large company group. This is their first time in the Top Ten and they are to be commended for doing so well. That said, it is apparent that they still have a ways to go to catch up to some of the more elite companies, such as Red Hat. This is a very good start, however and a great achievement for them. We look forward to seeing how they continue to improve their site next year. Learn how the Resideo team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts.
Red Hat – 2019 ASP Top Ten Winner Profile
RedHat is a 2019 Top Ten winner in the large-sized company group. This was their ninth win in a row. They are obviously doing many things right. RedHat’s many wins highlight their continuing site improvement efforts. They appear to understand user expectations for support continue to change and they must continue their efforts to improve all aspects of their self-service site and its use, such as through Google. This company does not rest on their laurels, but works hard to continue to evolve their site. Learn how the Red Hat team has developed its most recent web support capabilities and been recognized nine times by the ASP for their web support efforts.
ASP Announces 2020 Conference, Customer Success + Support: A Powerful Partnership
ASP Announces 2020 Conference Customer Success + Support: A Powerful Partnership. Join the ASP in Dallas March 24 - 25, 2020 to learn how companies define and deliver support for outcomes that customers want.