Yearly Archives: 2020
Latest News from Yearly Archives: 2020
Stop using your helpdesk software as an inbox
It is not a secret that every service team must have a tool to organize access to customer requests by agents. It is the essential to have the context of requests centralized, specially to allow agents to help each other in certain demands. However, the vast majority of teams use these tools only as a shared email inbox. And this is much more common than […]
Theory of Constraints
The “Theory of Constraints” was presented by Eliyahu M. Goldratt and Jeff Cox in their book “The Goal”, from 1984, being initially imagined for a manufacturing process. However, the idea that the productivity of any process is limited by its most critical subcomponent (or constraints) can be extrapolated to other realities, including the provision of professional services. In this article, we will understand a little […]
Measuring your customer satisfaction
In today’s article, we will talk about a very important measure for any type of business: your customer’s feeling of satisfaction with your product, service or company. But why measure satisfaction? Can’t I just give my best, always? It is expected, of course, that every operation that serves internal or external customers is in constant effort to improve their service. But the truth is that […]
Why set your process SLA today (and how to use it)
Today, we will talk about the SLA (Service Level Agreement). As its name suggests, this contract determines a minimum level of service provided agreed directly with your customer. A common feeling is that SLA is a concept for very large or very mature operations, but the truth is that the sooner you focus on the process and define your SLA, the sooner you will have […]
Communication and management of Operations team
One of the biggest productivity challenges of an operation process is communication, especially the team’s internal communication. When a team does not have an adequate standard of internal communication, its customers end up suffering from the lack of standardization and delays. In this text, we address some of the most common problems with teams’ communication patterns, their impacts on management and some tips for you […]
Challenges of remote work
The challenge of remote work has an important feature: while most corporate decisions must centralize the client, remote work must consider (mainly) more internal factors. The solutions and experiences delivered should not be affected, however, the way they are delivered will be adapted. The main challenges will generally be related to your process, infrastructure, communication, and most importantly: people. In a world with a wide […]
Key metrics (KPIs) for support and customer service team
What is the purpose of your support team? What is the goal of your support (or helpdesk) team? Support can be the interface between product users and its development team in more technical cases, or offer quick solutions through the information available, for example. The service team will be the bridge between your product or service and the customer, managing the incident handling process with […]
The journey of building a customer service team
Building a customer service team is a long journey. Over my experience in the past few years and talking to our customers, we have been able to define some major stages in this team development process. In general, this roadmap applies to any service team, especially for companies that have products. For teams that operate in different markets, or when the service is ultra-personalized, some […]