Experience Level Agreements – What They Are and What They Are Not We still need to hit our targets and KPIs this month! You have probably heard this plenty of times, right? And yes! Of course, you want to hit your targets and SLAs, but are your customers happy? Well, to successfully exceed customer expectations, it is essential to understand howContinue reading “Experience Level Agreements – What They Are and What They Are Not!”
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Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]
Proactive customer service has been at the top of the list of customer service trends for many years. By being proactive in engaging with customers, businesses can improve satisfaction, loyalty, efficiency, and brand image. Although the benefits are obvious, some customer service teams have not fully adopted this approach because of challenges and barriers. In this article, we’ll answer what is proactiveContinue reading “Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]”
CGI’s Success Story: 12 Years of Excellence with World Class Status
We’re delighted to share the fantastic news that CGI UK’s service desk has secured the prestigious SDI 5-star ‘World Class’ status for an impressive twelfth consecutive year. After completing three days of rigorous auditing by our SDI Certification team, CGI’s service desk once again achieved the highest score ever awarded in the Service Desk Certification (SDC)programme– a remarkable 99.99%! Continue reading “CGI’s Success Story: 12 Years of Excellence with World Class Status”
How To Create Brilliant Surveys – Guide
We all know how important it is to gather customer feedback. Taking the temperature and pulse of our customer base is one of the key indicators of success for our service desk, and many of us rely on surveys to understand how the customer feels. Something that can often get lost along the way, is that it’s incredibly important toContinue reading “How To Create Brilliant Surveys – Guide”