Service Experience Management Insight by Kana Software
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About the author and this blog. How Old Is Your Case Load? August 17, 2011. One metric that every support manager seems to use is the the average life of closed cases. We all look at this metric regularly and are happy to see it go down, believing that we have done a good job. Is relatively short, since the organization is able to process and close simple cases.
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The site had the following in the homepage, "650 pm on June 3, 2010 0." I noticed that the web site stated " Aligning your social service strategy with your traditional one." They also stated " How do you go about determining what social channels you want to engage in? Its best to take a two-pronged approach that involves both monitoring and moderating. Whichever route you choose, you will need to realign your people, processes and technology to ensure that the experience across all your touchpoints traditional or social, remain consistent and in alignment with your brand."ANALYZE MORE BUSINESSES
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