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  • Automation of Technical Support or Customer Success functions can yield great returns, yet these service activities can be difficult to replicate with systems. To effectively automate service activities, it is critical that the underlying processes be fully understood and analyzed to determine their appropriateness for automation. Effective service automation requires a combination of enabling technologies, robust content, and a willingness by customers to use these systems.  This report examines the intricacies and challenges associated with automating the support process and examines opportunities for significant cost efficiencies. This Report is available to ASP Members and Guests. Not an ASP Member?  Join Today
  • First Contact Resolution (FCR) measures the percent of cases reported through assisted support channels that are acknowledged to be resolved by the customer as a result of the initial interaction with a qualified support representative. FCR is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition for FCR is essential to performance benchmarking against companies and industry segments. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness. This report presents a consistent framework to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches 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. This Report is available to ASP Members and Guests. Not an ASP Member?  Join Today