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BizReport : White Papers : Sales & Marketing

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

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.

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