Conference Presentation

A Success Case for Improving CSAT and FCR for Support Services

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Purpose: Panel discussion will present case studies outlining the business challenges, actions taken, and metric improvements of implementing TSIA's Support Staff Excellence Program. 

Background: The members of the panel had two main objectives for their Support Teams. First, improve productivity metrics to reduce service costs. Results were reduction in Time to Resolution. Second, improve their CSAT to increase customer loyalty and revenue. 

They expected to achieve the following outcomes: Enhance each customer's experience by providing communication skills and tools for the tech support associates to handle customer issues and requests on the first call. Create a common service language, so customers feel like they receive the same friendly, high-quality service on every interaction. Earn the long-term loyalty of each customer.

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Publish Date: October 18, 2016

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Peg Rodarmel, SVP, Subscription Services, Infor

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