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Use the Forced Working-From-Home to Build a Stronger Team
Think of challenging times as a chance to build a stronger team. Going through tough times together, if done well and successfully, bonds team members together, quickly and deeply. This is your chance as a leader. How do you do that?
6 Ways to Apply AI to Technical Support
Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.
You need 3 kinds of Customer Success metrics. Do you have all 3?
You need 3 kinds of Customer Success metrics. Do you have all 3?
Help! I’m Growing Too Fast!
Are you facing steep growth? What are you doing to cope and thrive?
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.