Ticket escalation refers to the process of internal transfer of ticket ownership among the support team members. Typically, a support ticket escalation starts from an L1 agent and moves through L2 and L3 agents as required before it gets closed. The goal of ticket escalation is to provide the ...
As you might have guessed, an average MCAT score is not a golden ticket to medical school. After all, half of all test-takers score above average. The table below can help assess where you stand in the larger pool of MCAT test-takers and medical school applicants. For those of you ...
The hassle and the $20 spent on insurance were admittedly well worth the nearly $300 refund, but the experience taught me a valuable lesson: ticket insurance is not the catch-all I thought it was. Here's what you need to know about event ticket insurance before deciding if it's worth ...
As a general rule, the shorter the Average Reply Time, the better. This means that customers are not having to wait long for a response. Of course, there are always exceptions to this rule. For example, if you are providing support for a complex product, it is likely that you...
As Delta uses dynamic award pricing, the value of SkyMiles is limited to an average value of around 1.2 cents per mile — although you can sometimes get a higher value than that. So, it's a good idea to check the cash price of any Delta flights before transferring miles. Consider bookin...
If, for example, your analytics suite flags that a higher-than-average number of customers are having an issue logging into your software, checking out on your website, or that there’s a specific fault with a physical item, then that information can be flagged quickly and relayed to the ...
For example, a common process KPI is the time it takes to close a support ticket. Practical KPIs: These track current internal company processes and how they impact other parts of the business. Directional KPIs: These KPIs look at overall company performance. They may focus on trends within ...
How long you’ve had credit, and the average age of your accounts, is the next important factor, making up 15% of your credit score. Credit mix. Your credit score also takes into account whether you have a mix of revolving and installment credit. Revolving credit consists of accounts where...
6. Average order value (AOV) Average order value (AOV) refers to the average ticket size per order. It’s a simple metric that helps calculate the value of impact created by individual customers through their purchases. The more money a person spends per order, the cheaper it becomes to ...
The average amount of time needed for a customer service agent to first connect with a customer after the customer has submitted a request. Though the initial agent may not have the knowledge or expertise to provide a solution, a company may value decreasing the time that a customer is waitin...