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