Reinventing Support Economics - Improving Service While Reducing Costs
Abstract
Technical Support is expensive. Cost per incident can go up as high as £1,000 on average. This is mainly due to the increasing technology complexity which in turn requires larger teams to deal with incidents.
In recent years the majority of the industry focus was on bringing order in the form of ITIL compliant Service Desk offerings. But very little was done to provide an alternative to the large team approach. Very little progress was made in order to reduce escalations and increase Self Help usability or First Call Resolution – which are the main ways to dramatically reduce costs while improving the customer service.
In this paper we will introduce the current market paradigm as well as present recent technologies that can reinvent the market economics and help you win the war on Service and Service Cost. We will show you where the promise lies…
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