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So far Tom Sweeny has created 11 blog entries.
13 02, 2020

6 Ways to Apply AI to Technical Support

By |Categories: AI, ASP, ASP Blog, Automation, Metrics, Self-Help|Tags: , , , , , , , , , , |

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.

6 01, 2020
  • HowtoDefineMeasureDeflection2

How to Define and Measure Deflection

By |Categories: AI, ASP, ASP Blog, Metrics, Self-Help|Tags: , , , , , , |

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.

14 08, 2019
  • RatesandRoles

Improve Customer Experiences by Understanding What Users Want and Need

By |Categories: ASP, Customer Experience, Customer Satisfaction, Support, User Perspectives, User Wants and Needs|Tags: , , , , , , |

The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.

12 08, 2019
  • SalesTrailhead

Salesforce Trailhead

By |Categories: Customer Success, Service Programs, Training|Tags: , , , |

Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.

8 08, 2019
  • FirstContactResolution

First Contact Resolution (FCR) Benchmarks

By |Categories: Case Management, Metrics, Support|Tags: , , , , , , , , , |

The industry average First Contact Resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. First contact closure is influenced by so many factors that an industry-wide average does not provide a sufficiently accurate benchmark from which to determine what your FCR performance level should be. Benchmarks at best suggest the “vicinity” for your performance. This article offers industry average FCR rates organized by common product characteristics to offer a guideline for suggesting FCR performance levels.

6 08, 2019
  • FiveStars

Top 10 Practices to Achieve Support Excellence

By |Categories: Metrics, Support|Tags: , , , , , , , , |

Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Consider the following 10 practices in your pursuit of technical support excellence.