Nicereply

MARCH 28, 2022

SLA adherence: measured by how often your team meets their SLA (service level agreements). If SLA deadlines are getting missed, it means your customers aren’t getting the reply times they expect (and are often contractually obligated to receive), so they are likely to be frustrated. Why did that tag get added?

Metrics 98

Metrics Customer Service Customer effort Surveys 98

Nicereply

MARCH 9, 2021

Proactive SLA Assignments. With reminder tags, they can ensure that emails are responded to in under 15 minutes. “The tag will flag the message as urgent if no one has replied within that time,” Michael Randall, Sales Support Team Lead says. Tagging incoming tickets. There’s no programming required.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Nicereply

APRIL 26, 2023

In the context of ticket management, automation usually refers to automatic ticket categorization, tagging, or prioritization. when a ticket approaches your SLA). The post Ticket Management: 8 Game-changing Tips from Support Experts appeared first on Customer Happiness Blog.

Management 52

Management Chatbots Customer Support Customer Service 52

aircall

JULY 13, 2018

If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. Your phone system SLA may also include policies call quality troubleshooting. SLA Uptime Commitments. An SLA determines these qualifying metrics. Your expectations and corresponding penalties can be detailed in an SLA.

Service level 90

Service level Technical Support Telecommunications voip 90

aircall

JULY 13, 2018

If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. Your phone system SLA may also include policies call quality troubleshooting. SLA Uptime Commitments. An SLA determines these qualifying metrics. Your expectations and corresponding penalties can be detailed in an SLA.

Service level 90

Service level Technical Support Telecommunications voip 90

ProProfs Blog

APRIL 15, 2020

With prioritization comes efficiency of resource allocation that, in turn, helps to mitigate the SLA breaches. This is because it tags the problem status as unresolved and open. #7: Keeping up with designated SLA timelines for Problem resolution. 5: Investigate and Diagnose. 7: Raise a Known Error Record.

Management 99

Management Technical Support Accountability Best practices 99