Support service channels are shifting as consumption economics progresses and customer preferences change. Are you intentionally shifting your support service channels? Do you understand the net impact on costs, and do you have reasonable expectations for each channel? Use our benchmark-validated Support Services ROI Calculator to map out your support channel mix for the next six months in order to minimize total incident cost across phone, email, chat, web, and self-service.
Senior Director Research, Data Analytics, TSIA
Publish Date: December 21, 2016
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Chris Todd, SVP of Operations & CSO, Kronos
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