Why This Matters to Your Business
Sally Foster, Vice President - Research, Support and Field Services - TIA
May 2012

Service Disciplines: Field Services, Customer Success and Support

Functional Areas: Operations, Service Delivery, Strategy

Keywords: operations, Service delivery, Strategy, support optimization, Optimize, Support Services

Lowering support costs is top of mind with service executives.What channels are used for the provision of support has a direct correlation on agent productivity and customer satisfaction. Based on a member survey critical insights are provided in how members can optimize their support channels and drive a better customer experience.