Service Level Manager Explained: Responsibilities, Skills, and Pay Scale
Ever wonder who makes sure IT services actually deliver what…
Mastering the 6 Types of Change Management for Seamless Organizational Transformations
Change is inevitable in business, but handling it the right…
Lights, Camera, Customer Service: 12 Movies That Teach Us How to Handle the Job
Customer service isn’t just a job, it’s an unscripted movie…
Experience Level Agreements: Elevating Customer Experience Beyond SLAs
In the ever-evolving world of IT Service Management (ITSM), the…
KPI vs SLA: Understanding the Differences and How to Use Them for Success
In the world of business operations, understanding and optimizing performance…
5 Crucial SLA Metrics to Track for Effective Service Delivery
When it comes to customer service, tracking the right metrics…
Maximize First Contact Resolution (FCR) & Watch Customer Satisfaction Soar!
What is First Contact Resolution (FCR)? First contact resolution (FCR),…
How to Build a QA Scorecard? Examples and Different Types of Scorecards Explained
A Quality Assurance scorecard or a QA scorecard are the…
How Does Quality Assurance Improve Customer Satisfaction?
When it comes to customer satisfaction, quality assurance (QA) plays…
The Benefits of Tracking SLAs
Service Level Agreements (SLAs) serve as a framework for managing…