Category: Service Operations
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The powerful simplicity of operational playbooks
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[Originally published April 12, 2024 via LinkedIn] Service delivery operations such as customer support have a million moving parts (it can seem) all happening in concurrence. Forecasting, capacity, workforce management, issue journeys and throughput effectiveness, channel-based service levels, severity-based prioritization, knowledge repositories, […]
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Problem-solving isn’t always about finding a magic silver bullet
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I mean, we want it to be (just once!) – but often the best solutions come from trying, refining, tweaking, and iterating to find the right mix of many additive pieces that together move the needle. Nine months ago, the KPI’s our […]
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How our Lean process improvement created real ROI and drove huge value to customers
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Don’t be intimidated about using a Lean framework to find and fix process pinchpoints- the business ROI and customer value will be more than worth the effort.
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How knowledge based platforms in customer support can dramatically increase customer satisfaction and lower support costs
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Even with a lot of very smart and capable support engineers, too much depth information living in their heads or in notes they curate in silos will cause huge bottlenecks.
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Beyond Generative AI: Using Data AI Solutions for powerful, real-time Customer Support data capabilities
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There is a lot of good work and conversation around the benefits generative AI can bring to the Customer Support space, particularly in knowledge, content, chat and adjacent uses. But it shouldn’t stop there- Data AI has as much potential to massively upend the ways customer support data can be changed from latent to highly…
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Northstar KPIs are essential now more than ever in todays rapidly changing data
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What are your Northstar KPIs, the one or two specific metrics that you rally around, that really show if you’re going the right direction at the needed velocity? New AI data capabilities are changing the landscape for all KPI’s, including northstars