Tom Sweeny

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So far Tom Sweeny has created 7 blog entries.

14 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

By Tom Sweeny|Categories: ASP, Customer Experience, Customer Satisfaction, Support, User Perspectives, User Wants and Needs|Tags: CSat, CX, expectations, experiences, NPS, Satisfaction, service levels|

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

Seven Critical Steps for Successful Service Delivery Automation

By Tom Sweeny|Categories: AI, Automation, Support|Tags: AI, chatbot, cognitive, knowledge, Machine Learning, self-help, self-help technology, service automation, tech-touch|

This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.

12 08, 2019

Salesforce Trailhead

By Tom Sweeny|Categories: Customer Success, Service Programs, Training|Tags: certification, journey maps, testing, training plans|

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

First Contact Resolution (FCR) Benchmarks

By Tom Sweeny|Categories: Case Management, Metrics, Support|Tags: case management, close, CSat, effectiveness, efficiency, FCR, metrics, NPS, time to resolution, TTR|

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

How IBM Uses Watson

By Tom Sweeny|Categories: XRG Article|Tags: AI, chat bot, cognitive, innovation, self-help, service automation, watson|

The Service Innovation Series highlights examples of innovative approaches companies take to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support. Read on to learn about IBM Cognitive Support.

6 08, 2019

Top 10 Practices to Achieve Support Excellence

By Tom Sweeny|Categories: Metrics, Support|Tags: customer experience, goals, objectives, profit, renewal, retention, revenue, Satisfaction, strategy|

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.

10 07, 2019

ASP Wants to be the Hub of the Support Community

By Tom Sweeny|Categories: ASP News|

Our ambition is to become the hub of the support community. What we mean by that is we want to be the go-to place where you can find any and every resource that you need to provide state-of-the-art support. We know that we cannot do everything for everyone, but we want to be able to direct you to those who can.

tsweeny@servicexrg.com

About Tom Sweeny

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