It’s no secret that great customer service is growing harder and harder to deliver. Customer expectations are rising and there is a lot of pressure for support organizations to deliver more with less. Surveyed IT support organizations report that ticket volumes are up 57% over the past year, and yet headcount has remained flat. In addition to having more tickets, the issues they are working on are becoming increasingly more complex as customers demand support across more devices.
The “do more with less” challenge can feel like an uphill battle for most support organizations, but there are ways to maximize efficiency. It’s all about working smarter and not harder. In this post, I’ll be sharing some steps you can take to get started in building a smarter customer support organization.