On Demand Webinar

Service and Support Metrics That Matter

Register to view the webinar

By supplying my contact information, I authorize TSIA and, if applicable, the sponsor(s) of this webinar, to contact me via email, phone, and postal mail about their products and services. Learn more or opt out.

Net Promoter Scores (NPS), first-contact resolution (FCR), average handling time (AHT)…have long been the benchmarks used to measure service and support. But are they still relevant? In a world where customer support is initiated across a growing list of channels like chat and social and consumer’s expectations are shaped by Uber and the like, there is a need to revisit the measurements that matter when it comes to the satisfaction, retention and overall experience of your customers.

Join TSIA and LogMeIn Rescue in this forward-looking session that will highlight the critical metrics support leaders should be focused on and more, including:

  • The current and future state of support metrics.
  • How new technologies like artificial intelligence impact these metrics.
  • How other organizations have shifted their measurement mindset.

 

Presented By:

John Ragsdale

Distinguished VP, Service Technology Research, TSIA

Peter Zeinoun

Director of Products, LogMeIn

Publish Date: October 4, 2018