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Effectively Balancing Speed, Quality and Cost Metrics
Effective and profitable customer support operations require a strong balance between speed of delivery, quality of support, and cost of operations. To ensure customers receive the optimum experience and all service level agreements are met, yet still protect and improve profit margins, support management must keep a close eye on metrics, making constant adjustments to the organization as products supported and customer requirements evolve.
In this report, TSIA provides recommendations on what qualitative, quantitative, and cost metrics to include in a service dashboard for customer service or technical support. Also, learn how TSIA member companies are leveraging innovative remote support platforms to create and automate effective services dashboards.