Business Outcomes

Since 2004, ServiceXRG has been guiding Support, Customer Success, and CX leaders in their pursuit to optimize delivery strategies, adopt technology and automation, improve organizational effectiveness, and transform the role and impact of services resulting in better business outcomes.

What Sparked this Conversation? 

So often we see that teams get stuck in measuring operational metrics like First Response Time (FRT), Handle Time, Time to Resolution (TTR), and Customer Satisfaction (CSAT). But what do these metrics really tell you about the value that your Support Organization brings to the comapny as a whole? That's what we dive in to find out... 

Resource Specifically Mentioned in this Conversation: Support Contribution Index

This Guide introduces critical metrics and practices market leaders use to define and measure service contributions to business outcomes.