On Demand Webinar

Measuring Case Deflection & Self-Service Success

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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:

  • Track and measure both confirmed and assumed case deflections using signals of self-service success
  • Establish baseline measurements to benchmark your progress
  • Move the needle on case deflection by creating a virtuous cycle of improvement

Register for this On-Demand webinar today!

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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