Reduce Escalations with Cognitive Support Technologies

Consider this: A single customer escalation can cost $10,000! TSIA research reports that CSMs spend 28% of their time managing escalations. Escalations are costly and contribute to customer churn. The good news is that you can minimize your cost and customer risks by automating and streamlining your case management processes, freeing your support managers to focus on strategic initiatives and allowing support agents to deliver quality support without interruptions. Join Francoise Tourniaire, Author and Customer Success & Support Consultant, FT Works and Brian Corcoran, Regional Sales Manager and Global Support SME, SearchUnify as they discuss: The role of effective case escalation management in improving customer satisfaction and support efficiency SearchUnify’s CPR (Case Categorization, Prioritization and Routing) Framework for taming escalations with the power of cognitive technology Key KPIs to measure the success of your customer support escalation process