Docstoc

High Tech Customer Service and Support Using Analytics to Build a Roadmap to Success

Document Sample
High Tech Customer Service and Support Using Analytics to Build a Roadmap to Success Powered By Docstoc
					Request FREE - High Tech Customer Service and
Support: Using Analytics to Build a Roadmap to
Success
                     Description:
                     Traditionally, measuring customer support operations
                     has been straightforward. Shorter hold times were
                     better; higher abandonment rates were worse. But:
                          •   Adding knowledge management and self-service to case management adds to the
                              complexity

                          •   Multi-channel support efforts call for cross-product measurement

   •   Best practices frameworks, such as KCS, require new metrics


There's no simple trick to using metrics to optimize today's
increasingly complex customer service and support operations.
Learn how Consona, with their customers, developed five
measurement principles for their customers that lead to success.

Request FREE - High Tech Customer Service and
Support: Using Analytics to Build a Roadmap to
Success

                         FREE Business,
Browse through our extensive list of
Computer, Engineering and Trade magazines,
eBooks, publications and newsletters to find the
titles that best match your skills; topics include management,
marketing, operations, sales, and technology. Simply complete the
application form and submit it. All are absolutely free to
professionals who qualify.

Visit:   http://mag4free.com
Visit:   http://mag4free.com
Search by industry:

Agriculture
Automotive
Biotechnology & Pharmaceuticals
Computers
Construction
Education
Engineering
Executive & Management
Finance
Food & Beverage
Government
Healthcare
Human Resources
Industrial & Manufacturing
Information Technology
Insurance
Internet
IT - Data Management
IT - Security
IT - Software & Development
IT - Storage
Mechanical / Machine
Meetings & Travel
Multimedia
Network / Communications
Purchasing & Procurement
Retail
Sales & Marketing
Small & Medium Business
Telecom & Wireless
Trade / Professional Services
Transportation & Logistics
Utility & Energy
Request FREE - High Tech Customer Service and
Support: Using Analytics to Build a Roadmap to
Success
                    Description:
                    Traditionally, measuring customer support operations
                    has been straightforward. Shorter hold times were
                    better; higher abandonment rates were worse. But:
                         •   Adding knowledge management and self-service to case management adds to the
                             complexity

                         •   Multi-channel support efforts call for cross-product measurement

  •   Best practices frameworks, such as KCS, require new metrics


There's no simple trick to using metrics to optimize today's
increasingly complex customer service and support operations.
Learn how Consona, with their customers, developed five
measurement principles for their customers that lead to success.

Request FREE - High Tech Customer Service and
Support: Using Analytics to Build a Roadmap to
Success

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:4
posted:11/10/2011
language:
pages:3