* { padding: 0; margin: 0; box-sizing: border-box; } /* Top Header */ #navigation-bar .nav-links { float: right; } #navigation-bar nav { padding-right: 0; position: relative; z-index: 1; float: none; } .nav-links { margin-right: 5%; } #navigation-bar .nav-links ul { margin-right: 23px; } #navigation-bar nav ul { background: none; } #navigation-bar nav li { display: inline-block; height: 37px; line-height: 37px; font-size: 14px; font-weight: 300; } #navigation-bar nav a { display: block; padding: 0 15px; color: #ee7b23; text-decoration: none; } a.mrc-button { background: #f59b34; color: #fff!important; margin-right: 10px; } .footer { line-height: 1.5; padding: 18px 0; } .footer-wrap { padding-left: 18px; padding-right: 18px; max-width: 1236px; margin: 0 auto; } .footer-col { padding: 0 3px; } .footer-col-copyRight { justify-content: flex-start; } .footer-col-logo { justify-content: flex-end; } .footer-col-copyRight, .footer-col-logo { flex: 1; display: flex; } .logo { width: 120px; height: 28px; opacity: 0.6; } .button-primary_fsfk5ml:hover { color: #fff !important; } .Button Primary:hover { color: #fff !important; } .Button:hover { color: #fff !important; } .banner-title_f1x82eq5 { font-size: 50px !important; line-height: 61px !important; text-shadow: none !important; } .top-navbar.members { padding: 24px 0!important; } .top-navbar { background: #f05a22; position: fixed; top: 0; width: 100%; z-index: 980; padding: 30px 25px; } .typography-pageTitle_f9mumq5.typography-largeTitle_f96or0t { font-family: 'Roboto Condensed',Arial,"Helvetica Neue",Helvetica,sans-serif; font-size: 38px; } /* Banner */ /* TSIA World Interact 2022 */ .Category-tsia-world-interact .css-x7cb4u-Banner-styles-outerBackground { background-image: url('https://www.tsia.com/tsia.public.dev/media/banner-bkg/tsia-world-interact-2022-exchange.png'); } /* New Footer */ .pre-footer { background-color: #ee7b1f; text-align: center; color: #fff; padding: 20px; clear: both; overflow: auto; font-family: 'Roboto Condensed',Arial,"Helvetica Neue",Helvetica,sans-serif; font-weight: 400 !important; font-size: 26px; } .footer-container a, .footer-container a:hover { color: #fff; } .pre-footer a.button.secondary { margin-left: 20px; border: 2px solid #fff; color: #188cd0; background: #fff; font-size: 18px; display: inline-block; padding: 5px 36px; text-decoration: none; } .pre-footer a.button.secondary:hover { border: 2px solid #fff; color: #fff; display: inline-block; background: #ee7b1f; -webkit-transition: background-color .1s ease-out; -moz-transition: background-color .1s ease-out; -o-transition: background-color .1s ease-out; transition: background-color .1s ease-out; } .glyphicon { position: relative; top: 1px; display: inline-block; font-family: 'Glyphicons Halflings'; font-style: normal; font-weight: 400; line-height: 1; -webkit-font-smoothing: antialiased; -moz-osx-font-smoothing: grayscale; } .addthis_toolbox{ display: flex; } .footer-container { display: flex; justify-content: space-evenly; position: absolute; right: 0; left: 0; background: #f59b34; padding: 27px 0 22px 27px; padding-left: 27px; width: 100%; font-size: 12px; color: #fff; } .follow-text { float: left; margin: 9px 15px 0 0; } .footer-container .addthis_toolbox svg { fill: #ec7b22 !important; } .at-icon-wrapper{ background-color: rgb(255, 255, 255) !important; line-height: 32px !important; height: 32px; width: 32px; border-radius: 46% !important; display: inline-block; overflow: hidden; margin-right: 5px; } .addthis_toolbox span.addthis_follow_label { display: none; } @media screen and (max-width: 768px) { .hide-mobile { display: none; } .footer-col { width: 100%; text-align: center; margin: 6px 0; } .footer-col:first-child { margin-top: 0; } .footer-col:last-child { margin-bottom: 0; } .footer-col-copyRight, .footer-col-logo { justify-content: center; } .logo { margin: 0 auto; } /* New Footer */ .pre-footer { background-color: #ee7b1f; text-align: center; color: #fff; padding: 20px; clear: both; overflow: auto; } .footer-container a, .footer-container a:hover { color: #fff; } .pre-footer a.button.secondary { margin-left: 20px; border: 2px solid #fff; color: #188cd0; background: #fff; font-size: 18px; display: inline-block; padding: 5px 36px; text-decoration: none; } .pre-footer a.button.secondary:hover { border: 2px solid #fff; color: #fff; display: inline-block; background: #ee7b1f; -webkit-transition: background-color .1s ease-out; -moz-transition: background-color .1s ease-out; -o-transition: background-color .1s ease-out; transition: background-color .1s ease-out; } .glyphicon { position: relative; top: 1px; display: inline-block; font-family: 'Glyphicons Halflings'; font-style: normal; font-weight: 400; line-height: 1; -webkit-font-smoothing: antialiased; -moz-osx-font-smoothing: grayscale; } .addthis_toolbox{ display: flex; } .footer-container { flex-flow: row wrap; position: absolute; right: 0; left: 0; background: #f59b34; padding: 27px 0 22px 27px; padding-left: 27px; width: 100%; font-size: 12px; color: #fff; } .follow-text { float: none; margin: 0; } .footer-container .addthis_toolbox svg { fill: #ec7b22 !important; } .at-icon-wrapper{ background-color: rgb(255, 255, 255) !important; line-height: 32px !important; height: 32px; width: 32px; border-radius: 46% !important; display: inline-block; overflow: hidden; margin-right: 5px; } .addthis_toolbox span.addthis_follow_label { display: none; } } /*# sourceMappingURL=styles.css.map */

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KPIs

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 May 25Services Delivery & Operations
Quality Assurance / Quality Monitoring Benchmarking
Hi! 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 March 31Services Delivery & Operations

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* { padding: 0; margin: 0; box-sizing: border-box; } /* Top Header */ #navigation-bar .nav-links { float: right; } #navigation-bar nav { padding-right: 0; position: relative; z-index: 1; float: none; } .nav-links { margin-right: 5%; } #navigation-bar .nav-links ul { margin-right: 23px; } #navigation-bar nav ul { background: none; } #navigation-bar nav li { display: inline-block; height: 37px; line-height: 37px; font-size: 14px; font-weight: 300; } #navigation-bar nav a { display: block; padding: 0 15px; color: #ee7b23; text-decoration: none; } a.mrc-button { background: #f59b34; color: #fff!important; margin-right: 10px; } .footer { line-height: 1.5; padding: 18px 0; } .footer-wrap { padding-left: 18px; padding-right: 18px; max-width: 1236px; margin: 0 auto; } .footer-col { padding: 0 3px; } .footer-col-copyRight { justify-content: flex-start; } .footer-col-logo { justify-content: flex-end; } .footer-col-copyRight, .footer-col-logo { flex: 1; display: flex; } .logo { width: 120px; height: 28px; opacity: 0.6; } .button-primary_fsfk5ml:hover { color: #fff !important; } .Button Primary:hover { color: #fff !important; } .Button:hover { color: #fff !important; } .banner-title_f1x82eq5 { font-size: 50px !important; line-height: 61px !important; text-shadow: none !important; } .top-navbar.members { padding: 24px 0!important; } .top-navbar { background: #f05a22; position: fixed; top: 0; width: 100%; z-index: 980; padding: 30px 25px; } .typography-pageTitle_f9mumq5.typography-largeTitle_f96or0t { font-family: 'Roboto Condensed',Arial,"Helvetica Neue",Helvetica,sans-serif; font-size: 38px; } /* Banner */ /* TSIA World Interact 2022 */ .Category-tsia-world-interact .css-x7cb4u-Banner-styles-outerBackground { background-image: url('https://www.tsia.com/tsia.public.dev/media/banner-bkg/tsia-world-interact-2022-exchange.png'); } /* New Footer */ .pre-footer { background-color: #ee7b1f; text-align: center; color: #fff; padding: 20px; clear: both; overflow: auto; font-family: 'Roboto Condensed',Arial,"Helvetica Neue",Helvetica,sans-serif; font-weight: 400 !important; font-size: 26px; } .footer-container a, .footer-container a:hover { color: #fff; } .pre-footer a.button.secondary { margin-left: 20px; border: 2px solid #fff; color: #188cd0; background: #fff; font-size: 18px; display: inline-block; padding: 5px 36px; text-decoration: none; } .pre-footer a.button.secondary:hover { border: 2px solid #fff; color: #fff; display: inline-block; background: #ee7b1f; -webkit-transition: background-color .1s ease-out; -moz-transition: background-color .1s ease-out; -o-transition: background-color .1s ease-out; transition: background-color .1s ease-out; } .glyphicon { position: relative; top: 1px; display: inline-block; font-family: 'Glyphicons Halflings'; font-style: normal; font-weight: 400; line-height: 1; -webkit-font-smoothing: antialiased; -moz-osx-font-smoothing: grayscale; } .addthis_toolbox{ display: flex; } .footer-container { display: flex; justify-content: space-evenly; position: absolute; right: 0; left: 0; background: #f59b34; padding: 27px 0 22px 27px; padding-left: 27px; width: 100%; font-size: 12px; color: #fff; } .follow-text { float: left; margin: 9px 15px 0 0; } .footer-container .addthis_toolbox svg { fill: #ec7b22 !important; } .at-icon-wrapper{ background-color: rgb(255, 255, 255) !important; line-height: 32px !important; height: 32px; width: 32px; border-radius: 46% !important; display: inline-block; overflow: hidden; margin-right: 5px; } .addthis_toolbox span.addthis_follow_label { display: none; } @media screen and (max-width: 768px) { .hide-mobile { display: none; } .footer-col { width: 100%; text-align: center; margin: 6px 0; } .footer-col:first-child { margin-top: 0; } .footer-col:last-child { margin-bottom: 0; } .footer-col-copyRight, .footer-col-logo { justify-content: center; } .logo { margin: 0 auto; } /* New Footer */ .pre-footer { background-color: #ee7b1f; text-align: center; color: #fff; padding: 20px; clear: both; overflow: auto; } .footer-container a, .footer-container a:hover { color: #fff; } .pre-footer a.button.secondary { margin-left: 20px; border: 2px solid #fff; color: #188cd0; background: #fff; font-size: 18px; display: inline-block; padding: 5px 36px; text-decoration: none; } .pre-footer a.button.secondary:hover { border: 2px solid #fff; color: #fff; display: inline-block; background: #ee7b1f; -webkit-transition: background-color .1s ease-out; -moz-transition: background-color .1s ease-out; -o-transition: background-color .1s ease-out; transition: background-color .1s ease-out; } .glyphicon { position: relative; top: 1px; display: inline-block; font-family: 'Glyphicons Halflings'; font-style: normal; font-weight: 400; line-height: 1; -webkit-font-smoothing: antialiased; -moz-osx-font-smoothing: grayscale; } .addthis_toolbox{ display: flex; } .footer-container { flex-flow: row wrap; position: absolute; right: 0; left: 0; background: #f59b34; padding: 27px 0 22px 27px; padding-left: 27px; width: 100%; font-size: 12px; color: #fff; } .follow-text { float: none; margin: 0; } .footer-container .addthis_toolbox svg { fill: #ec7b22 !important; } .at-icon-wrapper{ background-color: rgb(255, 255, 255) !important; line-height: 32px !important; height: 32px; width: 32px; border-radius: 46% !important; display: inline-block; overflow: hidden; margin-right: 5px; } .addthis_toolbox span.addthis_follow_label { display: none; } } /*# sourceMappingURL=styles.css.map */