Shift-left strategy
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‎01-30-2024 07:32 AM
What are some of the best practices to calculate the volume shift, related reports etc. Right now we don't have a way metric for this. Need suggestions to kick off.
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‎01-30-2024 09:32 AM
Hello Garima,
Here are two insightful articles that will help you develop reports in your organization.
https://www.thinkhdi.com/library/supportworld/2016/metrics-effects-shift-left
Have a wonderful day!
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‎01-30-2024 07:27 PM
We look at a number of indicators for self-service benefits, which is generally at least part of a shift-left strategy:
- Contact rate, or the number of cases / incidents opened per unit time per customer (or whatever your best demand predictor is)
- Self-service adoption (the usual suspects such as KB PVs, UUs, sessions)
- Successful customer interactions on the web
- Case / incident deflection
Our approach for estimating the last two is here: https://www.dbkay.com/files/DBKay-SimpleTechniquesforEstimatingCallDeflection.pdf
If you show your execs that contact rate is decreasing while self-service adoption is increasing, you've started a pretty compelling case. Add in credible estimates for success and deflection, and you've strengthened your case!
