How do you measure something that didn’t happen? That’s the challenge customer support leaders are faced with when they attempt to measure – and improve – case deflection. With many disparate systems and data sources, getting one consolidated view of customers’ self-service experiences has been nearly impossible. Most common approaches to measuring case deflection involve a high degree of triangulating information and a series of assumptions. These approaches get leaders ‘close’, but not close enough.
During this On-Demand webinar, you will learn the difference between case deflection & self-service success, and discover a more precise approach and tools that can help you:
Register for this On-Demand webinar today!
Director Research, Support Services, TSIA
Vice President of Customer Success, Coveo
Publish Date: August 24, 2016
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