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For support organizations, positive or negative changes to key metrics can be the difference between support team investment or cost cutting, customer retention or churn. And while support organizations know what they should be measuring and why, it can be challenging to interpret the metrics and identify those that will be most impactful.
Listen to this on-demand webinar to get insights on traditional metrics like cost per incidence, handle time, speed to resolution, and customer satisfaction, as well as less common KPIs like customer effort score and knowledge management contributions.
In addition, TSIA and Rescue will discuss:
VP Research, Technology and Social, TSIA
Senior Product Manager, Rescue by LogMeIn
Publish Date: September 7, 2017
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