Yearly Archives: 2021
Latest News from Yearly Archives: 2021
How much is a more productive team worth?
The benefits of good customer service It is very difficult to measure the financial return directly associated with the results of a better customer experience, there is little available material on the subject. However, it is increasingly clear that the customer experience plays a decisive role in the company’s operating results. We have listed some highlights of the most recent surveys below, and we would […]
Why tiering your customer service?
In recent posts, we’ve talked about how the Theory of Constraints justifies the focus on improving the “process bottleneck” in the service process queues, we’ve taught how to find the maximum number of items that is acceptable in stock for each queue, and even how helpdesk software can help with the operacional organization. But after all, why structure the service into “levels” or “queues”? The […]
Eight steps to define your company’s SLA
In an article published a few weeks ago, we talked about the concept and calculation of the SLA (Service Level Agreement). However, setting up an SLA-based culture requires your attention to some steps. Today we will discuss a simple path to optimizing your team through SLA. Step 1: know your reality First of all, you need to know what kind of service you provide and […]
Sizing your team
Here at Deskflows we say: “agility is different from speed”. In other words, it is necessary to think less about functions and more about roles: enable the agent to navigate between different levels, acting on different demands, prioritizing according to an objective criterion. Therefore, sectioning your process based on these roles, or categories, is one of the most important steps when thinking about an agile […]