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Re: SLA as Chat transitions to Case
We do not distinguish between the different channels - customers choose their preferred options and we work on the case with the gold and platinum SLA. Hope this helps - happy to discuss further.1 -
Re: Reporting & Analytics Technology Recommendations?
We have pulled all our data into a data warehouse and using Power BI and Qlik for analyzations and transfer data back into other systems, so people have the information in the systems they are workin…1 -
Re: Are you using a Workforce Management System for Support organizations?
We are using ServiceNow - currently moving from ITSM to their CSM module. Once we have done that we want to implement a similar automation you are talking about. ServiceNow also offers some AI which …1