Operations Organization
Tier 1 Support
Our focus is on creating positive experiences through accurate and efficient resolutions to customer questions & concerns
- 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
Operations Organization
Elizabeth O'Rourke
Created on March 23, 2023
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Transcript
Operations Organization
Tier 1 Support
Our focus is on creating positive experiences through accurate and efficient resolutions to customer questions & concerns
Tier 2 support
Implementation
Our focus is on reducing pain for UCM partners, internal teams, and external clients.
Our focus is on having successful, low effort implementations that lead to customer loyalty, low confusion, and high utilization