Giva Blog

Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Managing an SLA Breach: A Guide to Resolution and Prevention

Service Level Agreement (SLA) Breach

Photo Attribution: hvostik/Shutterstock.com

Service Level Agreements (SLAs) document expectations between service providers and customers. These contracts outline standards for response and up time, and business operating hours, among others.

However, even the most well-crafted SLAs are susceptible to breaches. An SLA breach occurs when the agreed-upon services fall short of stipulated standards. It erodes trust and can result in financial penalties and damaged reputations.

[Read More]

8 Actionable Help Desk Scripts: Best Practices and Examples

Help Desk Script Example Templates

Photo Attribution: Bakhtiar Zein/Shutterstock.com

IT help desk workloads and tickets are high-volume, busy, and always feel like they're getting busier.

A massive time-saver is to use help desk scripts and templates, sometimes called "canned responses", to handle ticket volumes of internal or external customer interactions faster and more efficiently.

[Read More]

Script Examples of Angry Customer Situations and Response Best Practices

cript Examples of Angry Customer Situations

Photo Attribution: Blueastro/Shutterstock.com

Have you ever faced a challenging situation with an upset customer? It's a moment that can make or break the overall experience. Today, we're providing angry customer role play script scenarios and techniques to manage these challenging interactions.

With some prepared scripts and the right approach, you can turn a difficult conversation into a positive outcome, all while enhancing loyalty and building stronger customer relationships along the way.

[Read More]

12 Help Desk Ticket Examples and Responses for Busy IT Managers

Help Desk Ticket EXamples

Photo Attribution: Lucien Fraud/Shutterstock.com

IT help desks are busy operations. Customers, whether internal or external, are calling and, in most cases, sending support tickets via online forms and Live Chat.

IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of examples to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.

[Read More]

SLA Formula: How to Calculate and Improve Service Level Agreement Scores

SLA Formula Calculations

Photo Attribution: TarikVision/Shutterstock.com

When it comes to customer service and IT support, Service Level Agreements (SLAs) are essential for ensuring high-quality customer service and maintaining contracts between in-house teams, customers, and service providers.

As call center and IT help desk managers, your ability to maintain high SLA scores can significantly impact both customer satisfaction and the efficient running of contact center or IT operations.

[Read More]

Top 10 Customer Satisfaction Goals: Achieving Business Success

Customer Satisfaction Goals

Photo Attribution: Sammby/Shutterstock.com

In today's business landscape, where online reviews and customer feedback can make or break a brand, customer satisfaction goals play a critical role. These goals, when thoughtfully crafted, act as a compass guiding businesses to address specific pain points, tailor products or services to evolving needs, and innovate where necessary. Achieving these benchmarks signals a deeper understanding of customer preferences, needs, and desires. Businesses that excel in setting and reaching customer satisfaction goals often see direct results: higher retention rates, more referrals, and a distinct competitive advantage in their markets.

[Read More]

15 Top Strategies to Ensure Customer Satisfaction

Customer Satisfaction Strategies

Photo Attribution: VectorMine/Shutterstock.com

As businesses try to stand out in a competitive market, creating a good customer experience strategy has become critical. The importance of this lies not just in the fact that it leads to higher customer satisfaction, but more importantly, it impacts the bottom line.

Recent studies have confirmed the crucial link between customer experience and business outcomes. According to a report by Forrester, mass market auto manufacturers that improve their CX scores by 1 point can lead to a whopping $1 billion+ in extra revenue.

[Read More]

Giva’s List of 25 Top Call Center Statistics for 2024

Call Center Statistics

Photo Attribution: johavel/Shutterstock.com

Call centers are a mission-critical component of numerous types of businesses, from banks to healthcare providers, telecoms to airlines.

Call center managers operate in a world of data, statistics, Key Performance Indicators (KPIs), customer satisfaction, and dozens of other metrics. It can be difficult to know which call center productivity metrics are the most important.

[Read More]

Preventing Help Desk/Call Center Burnout: Ideas for Managers and Agents

Help Desk/Call Center Burnout & Stress

Photo Attribution: topvector/Shutterstock.com

Burnout, stress, and anxiety are at epidemic proportions, and it's a serious problem in IT, ITSM help desk, and call center functions across the US and worldwide.

Burnout "is a special type of work-related stress — a state of physical or emotional exhaustion that also involves a sense of reduced accomplishment and loss of personal identity."

[Read More]

20 Call Center Scripts with Examples and Templates

Call Center Scripts

Photo Attribution: ArtHub01/Shutterstock.com

Call center scripts assist support agents in providing the best customer experience in the unpredictable environment of customer service interactions. They can also help prevent customers from having a bad experience, which can increase customer loyalty.

Without call center customer service scripts, agents might find themselves lost for words or unable to know how to handle a situation, increasing stress and potentially employee turnover.

[Read More]

 

Newer Entires     1   2   3   4   5   6   7   8   ...   19     Older Entries