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How to Overcome Hidden Pitfalls in Common Support Practices 

In this recorded session we’ll be looking at what's keeping your customer service from becoming legendary. You survey your customers, incentivize your agents, and carefully monitor a slew of metrics, just like many support teams do. Yet there is a counterintuitive danger to copying other organization's support practices that can lead to worse service, not better!

Discover some common pitfalls in this interactive webinar. You'll learn:

• How surveying customers can lead to worse service.
• Why tracking SLAs can lead to longer resolution times.
• What live chat tactic harms customer-focus.


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