Are You Tracking Help Desk Productivity Metrics?
Productivity isn’t just about working harder, it’s about working smarter….
Why Help Desk Metrics Tracking Can’t Be Ignored?
When it comes to customer support, it’s not just about…
Are You Tracking Help Desk Quality Metrics?
In IT support, metrics like CSAT, NPS, SLA Compliance, and…
Tier 3 Explained
When Tier 1 agents encounter issues that go beyond their…
Tier 4 Explained
While providing technical support, some challenges go beyond the expertise…
Types of Ticket Escalation with KPIs, Metrics, and Examples
Ticket escalation is a critical process in customer support, helping…
Tier 2 Explained
Not every problem can be solved at first glance. When…
Tier 1 Explained
Where everyone expects instant solutions, Tier 1 support steps up…
Tier 0 Explained
Where instant gratification is the norm, traditional help desk tiers…
10 Must-Know Tips for Handling Difficult Customers
Handling challenging customer interactions isn’t just about problem-solving, it’s an…