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On Demand Webinar

Incident Lifecycle Management: Your Gateway to Achieving Customer Outcomes

Over the past year, TSIA has received a high number of inquiries related to incident lifecycle management. At TSIA, we're surprised by the number of companies that are facing this challenge, which can negatively impact Support’s ability to deliver customer outcomes. But don’t worry—we’ve got your back.

In this 45-minute webinar, we will discuss the common struggles that support organizations experience while servicing thousands of incidents and cases each month.

We will walk through the best practices and related capabilities that can help improve your end-to-end incident lifecycle process to scale your support organization, referencing:

  • Common support challenges.
  • Key definitions.
  • Drivers for response and resolution time.
  • Recommended case management capabilities and processes.
  • Data correlations that affect customer satisfaction scores.

If your support organization is struggling to improve the effectiveness and efficiency of your incident lifecycle management process, this webinar is for you.

 

Presented By:

Sara Johnson

Director, Support Services Research, TSIA

Dave Baca

Director, Support Services Research, TSIA

Publish Date: December 7, 2022