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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
  • This report introduces the approach and metrics companies can use to define and measure the efficiency and productivity of support staff and resources.  Support productivity metrics include Case Handling Productivity, First Contact Case Closure Productivity, Case Closure Productivity. This Report is available to ASP Members. Not an ASP Member?  Join Today