This content is currently only available to TSIA members.
If you believe you are seeing this message in error,
please let us know.
On Demand Webinar
Service and Support Metrics That Matter
Sponsored by LogMeIn Rescue
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