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Bring structure to your support operation.
The CX & Support Operations Toolkit gives support managers, directors and incoming support leaders practical, editable tools to assess performance, establish consistent metrics, plan staffing and organize improvements.
WHAT YOU RECEIVE
• KPI dashboard with 12 monthly input slots, month-over-month comparisons and trend charts for CSAT, SLA attainment, first contact resolution, backlog, resolution time and customer effort.
• 25-item Support Health Assessment with maturity charts and an improvement-priority tracker.
• Staffing and capacity calculator plus a competency matrix.
• Two blank Excel workbooks for your own operation, plus completed DEMO versions with fictional example data.
• 11 editable Word templates: manager 1:1, performance coaching, escalation matrix, case-priority framework, SOP, 30/60/90-day improvement plan, AI-readiness checklist, automation assessment, executive report, SWOT and technology review. Included as a combined template pack and as individual files.
• Start Here guide with definitions, setup instructions and a first-60-minutes workflow.
WHO IT IS FOR
Support managers, directors and leaders who want a practical starting point for improving their operation, including leaders preparing a 30/60/90-day plan.
HOW IT WORKS
Review the demo workbooks, assess your current operation, enter your baseline metrics in the blank workbooks and identify three priorities. Then use the leadership and process templates to put your plan into action.
FORMAT
One downloadable ZIP containing four Excel files (two blank workbooks and two completed DEMO versions), a combined Word template pack, a Word Start Here guide and a separate ZIP containing all 11 individual Word templates. Extract the main ZIP, then extract the enclosed individual-template ZIP to access the individual templates.
Designed for Microsoft Excel and Word. If importing into Google Sheets or Google Docs, check formulas, formatting and dropdowns after import. All demo names, figures and scenarios are fictional. Digital product; no physical item is shipped.
LAUNCH PRICE: $149
WANT TO START WITH A FREE ASSESSMENT?
Download the free Support Health Assessment to review 25 practices across five operating areas and identify your top three gaps. Includes the assessment workbook and Quick Start guide. Choose the full toolkit when you are ready to track KPIs, plan staffing and put improvements into action.
https://www.elevatecxadvisory.com/store/p/free-support-health-assessment
Created by Elevate Customer Experience Advisory.
Bring structure to your support operation.
The CX & Support Operations Toolkit gives support managers, directors and incoming support leaders practical, editable tools to assess performance, establish consistent metrics, plan staffing and organize improvements.
WHAT YOU RECEIVE
• KPI dashboard with 12 monthly input slots, month-over-month comparisons and trend charts for CSAT, SLA attainment, first contact resolution, backlog, resolution time and customer effort.
• 25-item Support Health Assessment with maturity charts and an improvement-priority tracker.
• Staffing and capacity calculator plus a competency matrix.
• Two blank Excel workbooks for your own operation, plus completed DEMO versions with fictional example data.
• 11 editable Word templates: manager 1:1, performance coaching, escalation matrix, case-priority framework, SOP, 30/60/90-day improvement plan, AI-readiness checklist, automation assessment, executive report, SWOT and technology review. Included as a combined template pack and as individual files.
• Start Here guide with definitions, setup instructions and a first-60-minutes workflow.
WHO IT IS FOR
Support managers, directors and leaders who want a practical starting point for improving their operation, including leaders preparing a 30/60/90-day plan.
HOW IT WORKS
Review the demo workbooks, assess your current operation, enter your baseline metrics in the blank workbooks and identify three priorities. Then use the leadership and process templates to put your plan into action.
FORMAT
One downloadable ZIP containing four Excel files (two blank workbooks and two completed DEMO versions), a combined Word template pack, a Word Start Here guide and a separate ZIP containing all 11 individual Word templates. Extract the main ZIP, then extract the enclosed individual-template ZIP to access the individual templates.
Designed for Microsoft Excel and Word. If importing into Google Sheets or Google Docs, check formulas, formatting and dropdowns after import. All demo names, figures and scenarios are fictional. Digital product; no physical item is shipped.
LAUNCH PRICE: $149
WANT TO START WITH A FREE ASSESSMENT?
Download the free Support Health Assessment to review 25 practices across five operating areas and identify your top three gaps. Includes the assessment workbook and Quick Start guide. Choose the full toolkit when you are ready to track KPIs, plan staffing and put improvements into action.
https://www.elevatecxadvisory.com/store/p/free-support-health-assessment
Created by Elevate Customer Experience Advisory.