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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:
Distinguished VP, Service Technology Research, TSIA
Director of Products, LogMeIn
Publish Date: October 4, 2018
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.