Cost per ticket (CPC) is an often overlooked but crucial factor when evaluating contact center performance. It measures the total cost of resolving each ticket, including labor costs and any additional costs for external services or third-party products. If you know the cost of a movie ticket, a gallon of gas, or even a cup…
Service level agreements (SLAs) define the support standards a customer can expect from your company while helping your teams know what they need to do to reach their goals. In this article, we look at the main types of customer service SLAs, what they typically include, and the steps you can take to ensure you…
While customer service is a competitive advantage, unsatisfactory support is one of the main reasons why customers abandon companies. As consumer expectations, propelled by the latest technological advancements, continuously evolve, customer service leadership has emerged as the main factor impacting the quality and efficiency of customer service. Customer service leadership has emerged as the main…
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