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Operations Organization
Elizabeth O'Rourke
Created on March 23, 2023
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Operations Organization
Tier 1 Support
Our focus is on creating positive experiences through accurate and efficient resolutions to customer questions & concerns
- Customer Satisfaction
- First Contact Resolution
- Mean time to Respond/Resolve.
Tier 2 support
Implementation
Our focus is on reducing pain for UCM partners, internal teams, and external clients.
- # of escalated tickets
- Tickets solved / UCM client
- Median Time to resolve
Our focus is on having successful, low effort implementations that lead to customer loyalty, low confusion, and high utilization
- Avg Time To Implement
- Customer Effort Score
- Avg Time to First Implementation Call