Are You Tracking Help Desk Quality Metrics?
In IT support, metrics like CSAT, NPS, SLA Compliance, and…
Tier 3 Explained
When Tier 1 agents encounter issues that go beyond their…
Tier 4 Explained
While providing technical support, some challenges go beyond the expertise…
Types of Ticket Escalation with KPIs, Metrics, and Examples
Ticket escalation is a critical process in customer support, helping…
Tier 2 Explained
Not every problem can be solved at first glance. When…
Tier 1 Explained
Where everyone expects instant solutions, Tier 1 support steps up…
Tier 0 Explained
Where instant gratification is the norm, traditional help desk tiers…
10 Must-Know Tips for Handling Difficult Customers
Handling challenging customer interactions isn’t just about problem-solving, it’s an…
Real Examples You Need to See to Handle Difficult Customers
Customer support representatives often encounter challenging situations with customers, whether…
5 Difficult Customer Types You Should Be Ready For
Navigating difficult customer interactions is an inevitable part of providing…