Customer Education Video Channel

Modified on Tue, 05 Dec 2023 at 08:53 AM

Purpose

This page provides access to a collection of video tutorials on the core concepts of SupportLogic, best practices for Support Managers, tips and tricks for quickly navigation of our user interface and much more.  Most videos are short (between 3 and 5 minutes) and are grouped by tutorials versus our recorded webinars.  




Please Note: OFFICE HOUR RECORDED SESSIONS HAVE MOVED HERE!


Getting Started in SupportLogic

In this 20-minute video, we cover the key features in SupportLogic that every Support Manager needs to know, including: 

00:30 - Creating a Personal Virtual Team
02:20 - Creating a Global Virtual Team
04:34 - My Agents Page
11:03 - Configuring lists in the Backlog Page
17:07 - Introduce innovative ways to cut down on your backlog of cases





Reduce Escalations, Improve CSAT, Increase Productivity Using this 4-Step Workflow







Operational Metrics




Leveraging SupportLogic for Team Performance Analysis





Support Manager Workflow


Escalation Review Workflow






Slash Resolution Time with 
Intelligent Case Assignment


Agent Coaching and Quality Monitoring






How Escalation Prediction Works

Needs Attention Score





Sentiment Score







WEBINARS


Reduce Escalations, Improve CSAT, Increase Productivity 


This webinar aims to outline a standard process for a customer to achieve results with SupportLogic during the first 3 - 6 months after go-live is completed or to refresh adoption. This process is for: Support Managers, Escalation Managers, and Swarm leads.


Operational Efficiency & Customer Experience



An overview of what SupportLogic analytics module means for you and your organization. This video also highlights how to create rich, immersive dashboards and reports that track your organization’s KPIs so that you can identify areas of opportunity for efficiency and better customer experience.



20 Minutes/Twice a Day: Your RX for Escalation Management



SupportLogic Overview - Video Shorts



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