Are you looking to improve on customer satisfaction but not sure how to?
Service Level Agreements (SLAs) have long been used for quick and accurate views on overall performance, but what do these SLA metrics really mean to your business?
SLAs are usually technical and don’t directly relate to your customer, so measuring them alone is becoming outdated. More and more service desks are seeing the importance of focusing on the user experience, using Experience Level Agreements (XLAs) to understand how their customers feel about their service.
Join us at this friendly, interactive event to find out how our service desk speakers have begun to look at customer experience as a performance measure. Pick up tips and ideas on how to effectively incorporate XLAs in to your service improvement strategy to help you increase customer satisfaction and ensure you’re addressing the issues that really matter to your business.
Members: £50 + VAT (Free places can be used for this event using your coupon codes)
Non Members £75 + VAT
CEO, Service Desk Institute
Head of Service Management at Barnardo's
IT Service Desk Manager, University of Kent, Canterbury
CEO, Air IT
Head of Service Management
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