Support (re)Focus, is an intriguing conference that will be laden
with sessions and discussions about elevating self-service and support
success, maximizing support ROI & agent productivity.
Support operations have enormous potential to positively impact the customer experience, and TSIA data shows a strong correlation between satisfaction with support and subscription renewals. But support’s influence over long term account profitability can be much more than just providing an exceptional experience. In this keynote, TSIA’s John Ragsdale will cover six ways that support operations are impacting both revenue and Annual Recurring Revenue (ARR), providing a roadmap for support executives to increase visibility of their contributions to corporate revenue, and gain champions across the enterprise, including from sales, marketing, product management, education services, and certainly customer success. Though currently only 10% of B2B companies consider their support organization to be an engine of corporate growth, by gaining more visibility for revenue impacts, support teams will receive the respect, influence, and budget that they deserve.
Most people acknowledge the value of KCS. When it works, the consistent customer experience, continuous improvement, and happier teams are pretty compelling benefits.
So, the challenge is not why one should implement KCS but how an organization keeps the process moving in the right direction, without running out of steam. So how do you address the latent needs of your team to ensure that doesn’t happen?
Find the answer to that and much more in our panel discussion!
Knowledge-sharing does not have to be boring! Think of our event as an entourage of support legends. There will be virtual booths and SearchUnify Champion Awards for celebrating those who turned vision into reality.
No frills. Just a good time!
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