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!

Presented By:

Michelle Latorre-Illman

Director Research, Support Services, TSIA

Jennifer MacIntosh

Vice President of Customer Success, Coveo

Publish Date: August 24, 2016