In the world of service delivery, Service Level Agreements (SLAs) are the backbone of customer satisfaction and operational efficiency. However, many organizations make a critical mistake: they fail to align their internal SLAs with the promises made to customers. This misalignment can lead to financial losses, customer dissatisfaction, and reputational damage. This article explores why […]
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self evident doesn’t it, but there are no end of organizations that I’ve dealt with where customers are offered a 4hr
INTERNAL AND EXTERNAL SLA’S Read More »
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
WHAT IS A HELPDESK? Read More »
In Customer Service and Technical Support it is all about getting that client issue to the right person (based on skills and language) as quickly as possible and ensuring that you meet or exceed your SLA. Now this can be accomplished through a variety of different methods and depending upon the size of your contact
Technical Support and Tiered Support Levels Read More »
Its been a while for me, but there was a period of my life where I was working for a company that was in a constant state of outage. They had a mix of services, and over the course of 2 years, I was flown across the country and around the world apologizing for the
What do you do when your Company is constantly having Outages? Read More »
Are you invaluable? How about irreplaceable? Will the world stop turning if you don’t pick up the phone or answer that email? No?OK, so why are you ignoring your family (or friends or yourself??) to pick up the phone? It’s very easy for companies to take advantage of employees & even more so managers who
The Curse of the “berry” Read More »
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
What is a Helpdesk? Read More »
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self-evident doesn’t it, but there is no end of organizations that I’ve dealt with where customers are offered a 4hr SLA
Internal & External SLA’s Read More »
