Tag Archives: time to gain insight
Knowledge Insight Means Big Money in Customer Service
As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain insight, contact and context re-establishment time, having to bring other people into the mix to resolve a [...]
Customers and Customer Service Teams Are Not Asking for Knowledge Management; They’re Asking for Knowledge Insight
…and companies focused on delivering Knowledge Insight get much greater return. I recently spoke with 1to1 Magazine editor Ginger Conlon about the importance of actionable insight within customer service departments and provided a few examples of how this helps deliver considerable ROI. Injecting actionable insight into the process of resolving customer issues is a goal [...]