Do check signers have significant pain?
Are funds approved and set aside?
Learn latest IT service desk or customer service best practices.
What are problems with current call tracking system?
What are feature needs/requirements?
Ask vendors tough questions early and often.
What is the total cost of ownership (TCO) of all vendors?
What are important license agreement terms?
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Customer Service SoftwareGiva eCustomerServiceGiva eCustomerService™ is the most powerful and at the same time the most easy-to-use customer service and call center application.
Customer Satisfaction Report Filters
Generate real-time customer satisfaction reports to measure results. Settings are automatically saved until changed.
Customer Satisfaction Report Results
Measure customer satisfaction levels for quick response to trouble areas. Survey data is automatically processed.
Customer Satisfaction Report Drill Down
Drill down to tickets allows for highlighting areas of concern.
Customer Satisfaction Trends Report
Measure customer satisfaction trends over months or years to reward stakeholders and take corrective action.
Service Level Agreement (SLA) Compliance Trends Filters
Generate real-time SLA compliance trends to measure results.
Service Level Agreement (SLA) Compliance Trends Report - Months
Measure SLA compliance trends over months to take corrective action.
Service Level Agreement (SLA) Compliance Trends Report - Years
Measure SLA compliance trends over months to reward stakeholders for high SLA compliance and consistancy.
Service Level Agreement (SLA) Compliance Report
Measure SLA compliance performance to reward stakeholders, take corrective action or modify respond and resolve goals.
Service Level Agreement (SLA) Compliance Report Drill Down
Drill down to tickets allows for highlighting areas of concern.
Root Cause Summary Bar Chart Report
Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.
Ticket Fields Report Filters
Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.
First Contact Resolution Trends Report
Measure first call resolution trends over time. Increasing first call resolution increases customer satisfaction.
First Contact Resolution by Creator Report
Measure first call resolution by ticket creator. Identify capability differences between agents and reward and take corrective action.
First Contact Resolution by Nature of Request Report
Measure first call resolution by nature of request to determine areas where additional documentation or resources are needed.
Nature of Request Frequency Report Pie Chart
Measure call volume by level & sublevels.
Escalation Trends Bar Chart Report - Mouse Over Details
Measure escalation trends to make systemic changes, rewrite SLAs or justify increases in headcount.
Nature of Request Trends Report - Mouse Over Details
Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.
Tickets by Profile Fields
Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.
Closed Tickets Report
Measure closed ticket counts over date/time ranges to measure team productivity.
Opened & Closed Tickets Report
Measure open & closed ticket counts over date/time ranges to measure conversions.
Processing Work Load Report
Measure elasped time to open and time to close tickets to measure agent productivity and performance.
Ticket Distribution by Assignee Report
Track agent ticket assignments to better balance workload. Highlight unassigned tickets before going into escalation.
Ticket Hours by Cost Center Codes Report
Measure hours spent on each ticket. Summaries are generated for department/cost center billing.
All Open Aging Report
Track overdue tickets to help plan work priorities.
Parent Child Tickets Report
Visually understand relationships between parent, child, grandchild, etc. tickets for tasks or projects.
Submit Method Trends Report
Measure how tickets are submitted. Balance call volume to optimize cost, customer satisfaction and resources available.
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Benefits
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