Automation

Resources for your support team.

Duplicate And Repeat Tickets

A recent study by Quocirca drills down on incidents that plague Customer Support organizations.  The study, entitled Damage Control: The Impact of Critical IT Incidents, noted:“_Duplicate and repeat incidents are a persistent problem. Ninety-seven...

read more

CNBC Study

According to a new CNBC|Momentive study, half of U.S. workers describe their companies as understaffed, causing burn out and prompting higher percentages of workers to leave their positions.  Understaffing, prominent in customer support operations, begs...

read more
How are you measuring and optimizing customer effort?

How are you measuring and optimizing customer effort?

The amount of effort that the customer has to make to get technical support has a direct effect on customer retention. Low automation and unconnected systems increase the burden on customers to get help. Investing in AI-driven automation across the customer support...

read more