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CX Leadership

A wall of green dashboard lights while a customer on the other side of a glass wall holds a broken envelope

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams

KPI

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams Read More »

Support agent pressing a red alarm button while colleagues turn to look

Escalation Triggers: The First Twenty Minutes of an Incident

Operations

Escalation Triggers: The First Twenty Minutes of an Incident Read More »

Unhappy customer holding a small voucher while a support agent apologises beside a laptop showing a server warning

An SLA Credit Is Not a Remedy: Lessons from Amazon S3

Operations, SLA

An SLA Credit Is Not a Remedy: Lessons from Amazon S3 Read More »

A tired woman wearing a headset looks at a buzzing phone at the dinner table while her family eats behind her

The Curse of the “berry”

Morale, SLA, Staff

The Curse of the “berry” Read More »

Support agent typing a status update to a customer, with a three-step timeline on screen

Exceptional Customer Service

Customer Experience

Exceptional Customer Service Read More »

A hand reaching out of a car window to take a coffee from a drive-through window

Can I Take Your Order? The Drive-Through Lesson in Customer Service

Customer Experience, Training

Can I Take Your Order? The Drive-Through Lesson in Customer Service Read More »

Dozens of small hotel soap bars stacked across a bathroom shelf and tub edge

Communication and Customer Service

Customer Experience

Communication and Customer Service Read More »

Chain of links with stopwatches, one cracked link glowing as the weak point, held by a customer

Internal and External SLAs: Mind the Chain

Planning, SLA, Teams

Internal and External SLAs: Mind the Chain Read More »

Tiered SLA matrix illustration: nine tiles shading from urgent to relaxed

Tiered SLA Matrix: A Worked Example You Can Copy

Planning, SLA

Tiered SLA Matrix: A Worked Example You Can Copy Read More »

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