Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid. ...
It’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your successful support strategy....
Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes them different from customer service and how they support each other....
QA is, in part, meant to align customer facing service with company goals. An effective CX Quality Assurance workflow reflects those goals with respect to company size and resources. Questions to consider when developing these workflows include:...
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