What is a Ticket Backlog: It is the number of tickets that are still not resolved and kept On-Hold in the Helpdesk system. Every Support Department must track this metric because the higher the Backlog more the chance of customers getting upset. Let’s take an example of a Service Desk system to assume that it […]
Why Customer Support Ticket Backlog should be measured? Read More »
1) Budget & Time scale: As a Support Head/Manager always understand the Budget from the Business Team/Management as it will save a lot of time when selecting vendors. If you know the Budget, you can target and select the vendors within your Budget. Also, it is essential to create time scales for the selection, evaluation,
Top 10 points to be considered while selecting Support Service Management System Read More »
1) Budget & Time scale: As a Support Head/Manager always understand the Budget from the Business Team/Management as it will save a lot of time when selecting vendors. If you know the Budget, you can target and select the vendors within your Budget. Also, it is essential to create time scales for the selection, evaluation,
Top 10 points to be considered while selecting Support Service Management System Read More »
Average Wait Time is a crucial metric in the Customer Support Department that measures how effectively the team meets customer expectations for prompt responses. Setting an Average Wait Time goal is essential to ensure customers receive timely assistance, maintaining their satisfaction and trust. Average Wait Time is typically measured across two primary live support channels:
Why to measure Average Wait time Metric in Support Department? Read More »
Average Wait Time is a crucial metric in the Customer Support Department that measures how effectively the team meets customer expectations for prompt responses. Setting an Average Wait Time goal is essential to ensure customers receive timely assistance, maintaining their satisfaction and trust. Average Wait Time is typically measured across two primary live support channels:
Why to measure Average Wait time Metric in Support Department? Read More »
In Industry we are noticing a high percentage of Agent Turnover rate. On average in any Customer Support Department, you may find a 30 – 35% Agent turnover rate. Higher the Attrition rate higher the cost of running a Support Department. To hire an Agent in the Customer Support Department on an average required is
Top Strategies for Reducing Agent Turnover in your Customer Support Department Read More »
Support Center Team Leaders play a very crucial role in the Support Center Department. They are the link between the Support Agent & the other stakeholders within the Organization Team. They always work on the Support floor to guide the Front-line Agent if they need any help and serves as an escalation point. Support Center
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Support Center Team Leaders play a very crucial role in the Support Center Department. They are the link between the Support Agent & the other stakeholders within the Organization Team. They always work on the Support floor to guide the Front-line Agent if they need any help and serves as an escalation point. Support Center
7 Top Skills required by the Support Team Leaders Read More »
Support center Quality Assurance is a process where a Manager, supervisor, QA specialist & Support Team Leader monitor and evaluate how well, support professional handles customer interactions. A well-designed Quality assurance process sets a mechanism to measure the quality and consistency of service delivery, capturing customer insight, identifying trends, service issues, and training/coaching opportunities to
Why Quality Management is Important in Support Department? Read More »
Support center Quality Assurance is a process where a Manager, supervisor, QA specialist & Support Team Leader monitor and evaluate how well, support professional handles customer interactions. A well-designed Quality assurance process sets a mechanism to measure the quality and consistency of service delivery, capturing customer insight, identifying trends, service issues, and training/coaching opportunities to
Why Quality Management is Important in Support Department? Read More »
