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RightAnswers Support Analyst provides a
“personalized” portal environment that promotes
Analyst collaboration and provides the resources
necessary to maximize analyst efficiency and
effectiveness. It provides both simple and advanced
browse/search capabilities and is specifically
designed for First-Level analysts to quickly and
easily access a robust Knowledge Base, thereby
increasing First Call Resolution rates and reducing
call escalations. This, in turn, enables Second
Level analysts to concentrate on resolving more
“level appropriate” incidents.
For example, one current RightAnswers client
deployed RightAnswers Support Analyst to their 20
First- and Second-Level Analysts that support over
20,000 end-users. And, for the first time in nine
years, they have not needed to add resources
to continue providing the high-level of support that
their end-users have come to expect!
Also, by utilizing RightAnswers Support Analyst,
analysts can access up-to-date statistics on the
most helpful solutions, navigate to other support
site links, access key RSS feeds and have the
ability to monitor current statistics of the
self-service portal.
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