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6 Warning Signs Your Contracting Deal Is Collapsing

A bad business relationship or contracting can cost you. That’s why smart managers develop early warning systems. They tell you when relationships start to sour. That way you can make changes before the relationship impacts the bottom line. That’s money no SMB can afford to lose. If you contract tech support and don’t have an early warning system, you should think about developing one. Tech support is a key driver of customer satisfaction. Sometimes, it’s the only contact a customer has with your business. When your relationship with your service provider sours, it can drag your reputation down and hurt […]

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SLA Metrics

4 Absolutely Necessary Categories of SLA Metrics

How do you choose an SLA metrics  ? When you’re outsourcing tech support, it’s a challenging task. But your metrics drive an SLA’s success. They can serve as performance targets. They can motivate call agent behavior. And they can help you gauge a provider’s performance. Metrics can also help you answer a critical question: “Was outsourcing tech support worth it?” Choosing SLA Metrics One way to make choosing metrics easier is to complete the following three steps in order: 1. Group metrics into broad categories 2. Select the most appropriate metric(s) from each category 3. Combine them into a “balanced […]

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Posted in SLA
call center To Succeed

Companies Obsessed With Customer Service To Succeed

Customer retention is more critical to your business’s survival than you think. Its the key to succeed in today’s competitive environment. When MBNA halved its customer defection rate, it boosted profitability a whopping 125%. With so many options out there, companies that can’t retain customers won’t survive for long—no matter how innovative its products. Increasing customer retention by just 5%, can boost profitability by 75%, according to a study by CustomerThermometer. What’s more, repeat customers spend 33% more than new customers. That’ a win–win for everyone. Steps For Customer Service To Succeed: One way to retain customers is to provide […]

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tomorrow

Will Your Company Make It Until Tomorrow?

Today’s marketplaces have dramatically changed. And it isn’t necessarily for the better—not if you’re an SMB. Thanks to the Internet, consumers are more demanding than ever. That’s because they’re well informed about products and services. They’re also smarter. This gives them the leverage in most sales transactions. If you’re an SMB, you’re probably finding it a challenge to generate new customers and retain them—the keys to surviving long term until tomorrow. So how can an SMB regain the leverage they’ve lost? By doing one of two things: You need to introduce a disruptive product or service, or provide the best […]

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