What are the most common “vital few” key performance indicators (KPIs) that I should use for my technical support center?
Tag Archives | Technical Support
Companies need to nail down chief customer officer role
Where does a help desk supervisor fit into the call center staffing plan and how can this position best support the management team and the support desk?
I've been struggling with the following issue for some time. We're receiving a lot of 'how to' questions through the tech support call center and the higher-ups believe these questions don't fall under the tech support contract; thus we should charge the customers for these specific types of questions per call. I would like to […]