For a company that provides a support service to another company, your biggest asset is always your staff. Your employees are the people that will be the first point of contact and the global representatives of your service so you need to ensure they are skilled,
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Customer service requests have grown a lot in recent years. The way with customers interact with customer support agents gets more and more interesting year by year. In olden days, there were one or two channels to communicate.
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Many help desk managers make the mistake of hiring inexperienced professionals and end up with staff that is just doing their job, rather than providing quality services to the customers.
A fundamental part of any help desk is the system that shows how the desk is working. The monitor will usually show everybody how many help desk agents are logged in, how many calls the help desk has taken and whether the desk is
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Customers today are going digital and if you want your customers to come back again, you must exceed their expectations consistently. When it doesn’t happen you end up with a complaint.
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