01. Measure and baseline performance
02. Predict and prioritize future needs of customers
03. Track and monitor trends for business decisions
04. Provide transparency for all stakeholders
Resulting from the collaboration of Service Support and customer experience experts, ServeOptics delivers the metrics and supporting analytics necessary to build consumer confidence in your service support center. From a consolidated view and supporting drill-downs, you gain visibility into distributed support centers and the workforce.
Improve end user support with real-time relevant incident/request data. Gain immediate understanding about the current state of your support operation.
Access all Service Level Agreements from one screen, categorized by Time-To-Close and Time-To Respond.
Obtain a clear understanding of which service levels are currently achieved and which ones may not be achieved by the end of the reporting period.
Proactively allocate resources to ensure higher priority tickets are handled first, resulting in all SLA targets met by the end of the reporting period.
While metrics may be improving and service levels are adhered to, it is important to understand what your end users are experiencing.
By monitoring Customer Satisfaction, you can tell how well different aspects of your support operation are meeting your customers’ expectations.
Gain an understanding of end user satisfaction and address areas of concern with service capability and individual agent performance.
Manually generating performance reports is a complex and time-consuming process that can become expensive when calculating the man-hours that are involved.