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Z21
They find they can: 他們發(fā)現(xiàn)他們能
1. Solve Cases and Incidents Faster更快的解決問題和事件
1-1. 50 - 60% improved time to resolution 降低了50-60%解決問題的時間
1-2. 30 - 50% increase in first contact resolution 首次呼叫解決率提升了30-50%
2. Optimize Use of Resources最大化資源的利用
2-1. 70% improved time to proficiency掌握知識的時間降低了70%
2-2. 20 - 35% improved employee retention降低了20-35%的員工流失
2-3. 20 - 40% improvement in employee satisfaction 20-40%員工滿意度的提升
3. Enable eServices Strategy增強E化服務戰(zhàn)略
3-1. Improve customer success and use of self-service 提高客戶成功和自助服務應用
3-2. Up to 50% case deflection 差不多達到50%的案例偏向（不理解此處意思）
4. Build Organizational Learning建立組織學習
4-1. Provide actionable information to product development about customer issues依據(jù)客戶問題，反饋可操作的信息到產(chǎn)品研發(fā)
4-2. 10% issue reduction due to root cause removal因為根本問題的解決，降低10%的問題產(chǎn)生
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