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Abstract
This webinar presents a complete view of best practices in Technical support:
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Explains the key components to create a winning support process.
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Provides strategies to manage customer expectations and interactions.
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Explains how to measure and analyze support metrics.
You will hear how customers’ expectations are shaped by their interactions with all the Service organizations they interact with.
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You will learn how to create an effective SLA (Service Level Agreements).
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You will acquire insights on different case resolution models and how to select a model right for you.
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You will learn about knowledge management and how self-service can improve your support cycle.
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You will learn how to use tools like Soffront CRM to integrate knowledge, resolution, and communications.
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Also, this Webinar will help you to understand how to measure results and performances against targets.
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