What is Support Center Metrics? Metric in customer support world is used to measure Performance & Efficiency. Metrics help us to measure the People, Process & technology related to performance. It helps to determine whether they are meeting their Goals, whether they need any improvement or what could be improved. Metric is used to measure
What is Support Center Metrics? Read More »
What is Support Center Metrics? Metric in customer support world is used to measure Performance & Efficiency. Metrics help us to measure the People, Process & technology related to performance. It helps to determine whether they are meeting their Goals, whether they need any improvement or what could be improved. Metric is used to measure
What is Support Center Metrics? Read More »
Support Team Leader Role in SLA (Service Level Agreement) Let us first understand what is a Service Level Agreement? It is an agreement between a company and its customer. It talks about the written commitment which the Company promises the customer to be delivered in the form of services. It has a legal obligation if
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Support Team Leader Role in SLA (Service Level Agreement) Let us first understand what is a Service Level Agreement? It is an agreement between a company and its customer. It talks about the written commitment which the Company promises the customer to be delivered in the form of services. It has a legal obligation if
Support Team Leader Role in SLA & OLA Read More »
While working in the Support Organization we come across various stages but we never know where are we standing. If you are a New/Existing Manager/Head setting up a Department will come across the Tactical and Strategic stage. The word Tactical means short term i.e. the beginning Level. Reactive Stage: New Support: From the picture itself
Customer Support Department Tactical Maturity Stages Read More »
While working in the Support Organization we come across various stages but we never know where are we standing. If you are a New/Existing Manager/Head setting up a Department will come across the Tactical and Strategic stage. The word Tactical means short term i.e. the beginning Level. Reactive Stage: New Support: From the picture itself
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There are various channels which company can choose like Phone, Onsite support, Live Chat, Email. Now all this channel has its own Advantages & Disadvantages. Let’s understand them individually. · Phone Support: It is a traditional mode of Support in which the company provides support via Telephone. Benefit of Phone Support 1) It enables quick
Advantage & Disadvantage of Customer Touchpoints Read More »
There are various channels which company can choose like Phone, Onsite support, Live Chat, Email. Now all this channel has its own Advantages & Disadvantages. Let’s understand them individually. · Phone Support: It is a traditional mode of Support in which the company provides support via Telephone. Benefit of Phone Support 1) It enables quick
Advantage & Disadvantage of Customer Touchpoints Read More »
In my earlier Blogs, I wrote about how Powerful a Customer Support Center is and shared the various Career option available in Customer Support Department. Now in this blog, I would share various techniques to provide better Customer Support services. 1. Create a Strategy & High-Level Plan of Implementation: Every Customer Support department
Top 7 Ways to manage Customer Support & Services Effectively Read More »
In my earlier Blogs, I wrote about how Powerful a Customer Support Center is and shared the various Career option available in Customer Support Department. Now in this blog, I would share various techniques to provide better Customer Support services. 1. Create a Strategy & High-Level Plan of Implementation: Every Customer Support department
Top 7 Ways to manage Customer Support & Services Effectively Read More »
