We’ve created this guide to help you confidently achieve the right customer technical support operation for your business. Whether you’re starting a support operation, run support in-house or plan to outsource all or part of it — using the right metrics, with the right approach, will help you clearly determine and attain success.
The key is that successful support for you probably looks different from successful support for someone else. In this guide, we start with the general approaches companies take with their support operations, show the kinds of Service Level Agreements (SLAs) that help with each approach and finally define customer support metrics within the context of these approaches.
