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In: Customer Experience, Operations Reporting-Analytics

Flying into every meeting with the right charts and graphs, waving the influence wand to make products defect free and removing those boulders of productivity.. It’s a bird, it’s a plane, it’s “CustomerSat Kat“…one of the first, customer support intelligence superheroes. Do you have the goods to create customer support intelligence superheroes in your department? Every customer contact, every e-support request, every tech support problem should be considered a learning opportunity for the organization at large. More specifically, an opportunity that can help the organization improve products & services, elevate the customer experience, reduce costs and drive sales revenue. You can make this happen, byRead More →

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In: Operations Reporting-Analytics, Resource & Demand Management

A technical support capacity plan, also called a resource model, is used to estimate the required human resources (FTEs) and related costs during a designated, future time period and is often a key input for the annual, budget planning process. In most cases, labor is the largest component of a tech support department’s expenses. Capacity planning is both an art and a science. Even with all of the data in the world there is no way to project the future with 100% certainty, so you must add in your leadership experience and judgment, i.e. the art, to create the best plan possible. We must expectRead More →

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In: Operations Reporting-Analytics

Q4 is approaching and it will soon be time to evaluate and update your technical support organization’s customer focused metrics for 2012.  To get started, I recommend that you consider customer metrics in two categories, “work in process” and “service delivery”. Work in process metrics focus on the cases or tickets that are still open and include measurements such as backlog, backlog ratio, average age and internal service level achievement. Service delivery metrics focus on the end of the support process, at the time or after the service has been delivered. These measurements include SLA (also called average days to close) and customer satisfaction. Today’sRead More →