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https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
The software gives you multi-channel support capabilities, allowing you to gather and organize customer data from all customer contact points for easy service/support delivery. Reports and dashboards. Dig deep into your customers’ needs through dashboards and reports to give you metrics on your customer support performance.Author: Nestor Gilbert
https://www.bitwiseglobal.com/blogs/5-keys-to-unlocking-value-from-production-support-2/
Aug 24, 2015 · Bitwise Production Support Framework. With experience and expertise in supporting mid-size to large production environments; Bitwise has laid down a production support efficiency framework that ensures definite ROI covering various aspects where the focus is generating value by “Doing More With Less”.Author: Sharvari Hongekar
https://www.infosys.com/digital/insights/Documents/application-maintenance-support.pdf
production support). • Metrics and reporting ... maintaining the client software offshore. This is a cost-effective methodology for the client since the overheads involved in having maintenance personnel onsite is eliminated and the time zone differences are leveraged effectively. There are two
https://en.wikipedia.org/wiki/Production_Support
The importance of production support. In order to understand the importance of production support, one needs to take a few factors into account. Studies have found that the maintenance cost of software is more than 90% of the total cost. [citation needed]
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