TAGS!
We have enabled more tags. When you post a discussion or reply to a question, add tags. They have full search capability. Try it!
We have enabled more tags. When you post a discussion or reply to a question, add tags. They have full search capability. Try it!
TSIA World Envision is almost here. October 16-18th, Las Vegas. Register now!
Services Delivery & Operations
Archives for March 2023
Discussion List
-
What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo…Answered [email protected] 123 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
KM tech stack - articles vs recordingsDear TSIA Members, We are looking for more diverse and inclusive ways to office short knowledgebase recordings instead of articles for to help customers who consume information better this way. Has … -
Support Hours or Service Hours or Bucket of Hours in Service ContractsAre these hours essential to be included in the services contracts to handle 'Out of Scope' support items as and when the clients need them ? It is non standard and hard to predict resource needs and…Suresh Kandeeban 42 views 3 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Where does your SaaS Ops sit in your organisationHello TSIA Community, I am looking for some insight into where your Operations team sit. For SaaS we have 2 operations areas, infrastructure and application. Do these sit in the same org structur…Answered Julie Rudd 22 views 2 comments 0 points Most recent by Julie Rudd Services Delivery & Operations -
Frequency of assisted support case surveysHello all - How frequently do you conduct your assisted support case surveys? We have recently standardized from 3 different methodologies that were legacy practices from acquisitions. One system su…Gordon Sorensen 34 views 7 comments 0 points Most recent by Gordon Sorensen Services Delivery & Operations -
Quality Assurance / Quality Monitoring BenchmarkingHi! For those of you who are conducting quality checks on phone calls, chats, and tickets: How many are you doing each month for each channel? Are your counts based on the agent (e.g. 10 per agent …Answered ✓ Kim Ahmer 53 views 3 comments 1 point Most recent by Kim Ahmer Services Delivery & Operations -
Service offerings via collaboration with CS and SupportHas anyone collaborated with their Customer Support and Customer Success teams to provide a next-level experience for customers? Currently, our Support team handles break/fix items and how-to questi…[email protected] 72 views 1 comment 2 points Most recent by Stela Koleva Services Delivery & Operations