Do you feel like you can improve customer satisfaction, but don't know where to start? With the out-of-the-box TOPdesk duration reports, you take a look into how long it takes requests to a specific stage or how long it takes to progress to a different operator group. Watch the video below to hear about the idea behind the report from the product owner and UX designer of these new reports.
In your agreements with customers, do you include how long you have to respond? When you make agreements about your response times, you manage the expectations of your callers. Your callers won't be waiting for a response that takes longer than they were expecting. With the new Response times Labs feature, you register and keep track of how quickly you need to respond.
Do you work with Service Level Management? Then we’re about to make your life easier. In fact, as you read in the previous blog about SLM, TOPdesk Development has already improved the SLM module. How? By making it easier to create service levels in TOPdesk so they match the agreements you made with your customer.
Now it’s time for the next step towards better SLM.
Service Level Management (SLM) is now easier to use and you have more flexibility in setting up your service levels. The changes to the module include making the integration between Contract Management and SLM and Call Management more intuitive and making it easier to adjust your service levels to the agreements with your customers.
