KT Resolve® for Customer Support

Working with KT

Troubleshooting is your most critical customer-support process—make sure it’s your best

Support organizations throughout the world have chosen KT Resolve to improve their customer support. Our focus is on improving escalation and other processes, building issue resolution skills, and ensuring that new skills and processes are used effectively to meet or exceed customer expectations. Using KT Resolve, our clients achieve quantum leaps in performance against key indicators. KT helps organizations transform their support function from a cost center to a competitive advantage.

Through a combination of analysis, training, business process integration, and performance system improvement, KT helps organizations improve their ability to support and retain customers. The approach focuses on using the right information and taking the best course of action. It is based on decades of research into how the most effective troubleshooters approach problems and decisions. Using the KT techniques, troubleshooters get to the heart of a problem quickly, avoid unnecessary fixes, and move quickly to resolution.

We work with clients to set and achieve specific, measurable goals. Our clients consistently achieve these and other critical objectives:

• Improved customer satisfaction ratings
• Improved problem progress reporting
• Faster resolution times
• Lower cost-per-incident
• Faster, streamlined escalation
• Less incident backlog
• Lower rates of employee turnover
• Accelerated productivity of new hires

Resolve provides a logical framework for customer support that is not tied to a specific product, technology, process, or culture. Your support function can use the same process to resolve the critical customer issues of today—and tomorrow. This makes KT Resolve a highly flexible tool that delivers enduring value in a constantly changing environment.

To learn more or to request in-company training: