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Re: Quality Assurance / Quality Monitoring Benchmarking
Hi @Kim Ahmer , we used to run 5% of total calls (support). When call volume increased, we concentrated on calls that took longer than 10min. During that time, we did not have a dedicated QA team; we…2 -
Re: What is the ideal service operations & delivery structure for MSPs to be successful in XaaS World ??
Hi @Suresh Kandeeban , nice question. While we wait for others to collaborate here with their experience, this paper can help: https://www.tsia.com/resources/the-state-of-managed-services-20232 -
Re: Digital Hesitation - Concept of MSP+ , interesting
I agree. Every time we may see Customer Success as an end-to-end organizational mindset in favor of customers, we see opportunities to improve processes and practices, such as Managed Services. Thank…1 -
Re: What are some best practices incentivizing customers back on SAAS post churn?
I used the "D+21 days" approach, to get in touch with churned customers, and talk about new features or services. I try to keep the conversation not as a new sale at first, but considering …2 -
Re: What's best practice on relationship NPS - surveying as many contacts as possible or be selective?
NPS may be used, however the problem I found is that: 1- people did not use it properly, without adequate method of data gathering and/or analysis. 2- used and the one-and-only truthful KPI and creat…1