Date: September 18, 2013

Author: Ken OReilly

Description:
What are the most cost effective support channels? (average cost per case/incident handled through email, phone, chat, etc.)

Applicable Disciplines:
Customer Success and Support

Keywords:
Performance Tracking; Support services monitoring; Operations cost; Quality Support; Timely Support; Cost Metrics; Qualitative Metrics; Support Optimization; Process mapping; multichannel services

Functional Areas:
Service Delivery;Strategy

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Automation;Other