To build a very highly effective, Customer Support Department. Leaders should always put their team in the best position to succeed. Leaders will always give their team the tools to be successful. 3 Important action points which leaders can take to optimize Agent Experience: 1) Giving 360% visibility over the customers: […]
Empowering Support Agent Experience Read More »
What you’ll learn – Existing & New Support Center Team Leader will learn the overall best practice which exists for Support Center operation Team – Existing & New Support Center Team Leader will learn how to establish an effective Leadership & Management skillset – Existing & New Support center Team Leader will learn how to
Customer Support Team Leader Mastery Certification Read More »
Imagine you’ve just stepped into your new role as the Head of Customer Support. You’re enthusiastic, ready to lead your team, and eager to make an impact. But as you settle into your new responsibilities, you quickly realize that there’s a significant challenge ahead—financial management. You know that many people in your organization see
What is your Role as a Support Head/Manager under Financial Management? Read More »
To achieve that Customer Support Strategic Plan i.e a long-term Support plan is built in which the support business assessment is conducted keeping the Mission & Vision of Support Department in alignment with Organization Mission & Vision. In this assessment attributes like how Support Team will achieve the Goals of the Organization, the tools &
Who is responsible for building Customer Support Strategic planning? Read More »
As the Head of the Customer Support Department, you serve as the face of your team. Your role goes beyond management—it’s about inspiring and motivating your support supervisors and employees. By fostering teamwork, resolving conflicts, addressing communication issues, and ensuring that the necessary resources are in place, you help your department achieve its goals with
6 Essential Traits of Highly Effective Customer Support Leaders Read More »
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 »
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 »
