first response time an essential KPI
Getting Started
Marc Douglas

Is First Response Time an Essential KPI?

In today’s consumer climate, customers expect an immediate response to questions. If they don’t get one, customers may take their loyalty elsewhere. Naturally, the longer

Marc Douglas

7 Ways to Reduce Ticket Backlogs

We plan for certain ticket spikes, such as during the holidays or an upcoming sale. But an unexpected spike can snowball into a massive inbox