The tickets received metrics on your support channels can help with future scheduling and hiring decisions. Alignment between brand, employee, and customer experiences drives business performance.
The SLA breach and agent’s queue helps to determine if your backlog is growing or shrinking, which also helps in futuristic hiring, training of agents and optimise the ticket flow. From backlogs understand the importance of the convergence of brand, customer experience, and employee experience and continue to check what it’s lacking and the gaps.
Review and update SLA targets periodically, analyse the requirements of every customer and define the SLA policies accordingly.
Provide support and answers on your products, services, updates, incidents and issues with your experts on our 100% free helpdesk cloud platform.