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In: Customer Experience, Operations Best Practices

Ben Franklin once said, “An ounce of prevention is worth a pound of cure”.  I think he may have been in technical support! Technical support and customer support leaders must begin to think of their top priority as incident prevention not incident management. Incident management focuses on reacting to customer demand (incidents, tickets, questions) and solving problems. It’s about reducing case aging, reducing backlog, achieving service levels and achieving case closure SLAs. And… as I mentioned in a previous post, there is a BIG problem with problem solving as it happens too late in the process. In most cases, once there is an incident, weRead More →