December service summary

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With the close of the year, it always feels like a good time to look both backwards and forwards.

2015 highlights
  • The introduction of this site, of course! Over 900 MicroEdge followers.
  • Learn from the Experts continues to be hugely popular. If you miss a session, the recordings are available online here.
  • We continue with more in-depth product and technical training for the support team so that more calls can be resolved without escalating for assistance.
  • We have adjusted our workloads and team schedules so that we can often transfer incoming calls directly to a support specialist, instead of taking a message and calling back.
  • The backlog of unresolved cases has been cut in half and continues to trend downward. This translates directly to faster response on new cases.
  • Working closely with our developers, we now have much quicker turnaround for cases that do need to be escalated.

2016
Three areas of emphasis as we start the year:
  • Close cases more quickly. I know that's the bottom line for all of you.
  • Better call routing. Phase 1 of an automated phone system will be coming in the first half of the year, we are just beginning to plan for that implementation.
  • Improve your ability to self-service. Now that we have a good platform here and have transferred all the existing content from PowerME, we have set goals for creating more solution articles (with an initial focus on the most frequent questions we get).
Thanks for all your thoughful feedback on our support surveys (2350 of them last year!) It's very valuable feedback for me.
Phil
 
News ARCHIVED | Mixed Community Announcements 01/13/2016 10:56am EST

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