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Christoph Goldenstern
- Male
- Princeton, NJ
- United States
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Latest Activity
This is a dynamic, active COI that continues to produce tangible results--including the popular research report "Talent Management in Emerging Markets".
While Resolve Time is a key KPI in the mix, it's a lagging indicator and ultimately only meaningful if coupled with "quality of service" metrics. Plus we need to consider that it's not what service providers define it to be, but what the customer pe…
This forum is focused on understanding the metrics used for Resolve Time and First Contact Resolution
Peggy: have a look at the behaviors that drive resolutions times in your organization, They will typically fall into one of four buckets: process effectiveness and efficicnecy, people skills, software toos or the performane system. That identify whe…
Pam,
What you are describing is fundamentally what the "Adapative Organization Model" (aka Betty) is trying to achieve. The Cosnsortium of Service Innovation developed this theoretical model. In practice, my experience is that you need for 5 critica…
Profile Information
- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- SSPA
- First name
- Christoph
- Last name
- Goldenstern
- Company
- Kepner-Tregoe
- Level
- VP
- Primary Job Function
- Executive Management
- Please provide a brief bio and collaboration interests (not required)
- Global Vice President Service Excellence Practice and Partner. Responsible for the KT Service Value ManagementSM strategy, innovation and its global implementation. Interested in collaborating regarding Service Improvement Projects and partnerships.
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