1: Are response times influenced by internal factors such as: “Who’s doing what?” How long do you need to respond to an enquiry? Is it the shortest time possible? Or is the time affected by, for example, employees who have to assess whether a case sh...

In many customer centers, a lot of time is spent answering the same questions and handling the same challenges from customers. But it doesn't have to be that way. Instead of responding to and helping customers when they contact you, as a Customer Ser...

I'm sure you've tried this before. When you have a question about the product or service you want to buy or have purchased, you just want to have a quick and accurate answer for anything in the world. This applies regardless of which channel you deci...

When you are considering investing in a ticket system for online customer service, it may be difficult to see what the various solutions do, because at first sight the ticket systems offer many of the same features. For example, it is essential that ...