HDAA Resource Area
So, what is LZS? It is a metric level zero solvable, that measures the percent of incidents resolved by the support cent...
KCSTM (Knowledge Centered Service) allows the support organization to resolve five to ten times more customer issues at th...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
"Supporting our customers to ensure that they are successful and satisfied is our top priority at Ellie Mae," ...
Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while im...
There's increasing interest by end users in being able to resolve issues and find answers on their own, without cont...
The top challenges you face at work are not technical or financial; they are emotional and relational.
It is my passio...
