Weekly Blogs
Stay updated with practical tips, strategies and insights for building word-class support teams. From tools and workflows to leadership and metrics – we cover it all every week.
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...
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...
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...
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...
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...
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...
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...
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...
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...
