Leveraging SLAs to create safety nets and never miss a message again

course
Leveraging SLAs to create safety nets and never miss a message again

About the Course

Service Level Agreements (SLAs) are the name of the game in customer service. With SLAs, you’ll ensure every single message is replied to within a specific amount of time. You’ll never miss deadlines, leave customers waiting or get beat by faster competition ever again.

In this course, you’ll learn why SLAs should be used by your business, how to create and use them inside Front, and how to report on that information to make necessary changes that ensure superior team performance.

Course Instructor

Matthew Meeks
Matthew Meeks
Not started
Enroll
Course Outline
  1. Overview
    1. What's an SLA?
    2. SLAs for your business goals
  2. Create SLAs
    1. Build an SLA rule
    2. Warnings vs. breaches
    3. Using SLAs to escalate urgency and create safety nets
    4. SLAs with different channel types
  3. Measure SLA performance
    1. SLA analytics report
    2. "HELP! I'm not hitting my targets..."
  4. Quiz
    1. Check your understanding
  5. Feedback
    1. What did you think of this course?
Leveraging SLAs to create safety nets and never miss a message again

About the Course

Service Level Agreements (SLAs) are the name of the game in customer service. With SLAs, you’ll ensure every single message is replied to within a specific amount of time. You’ll never miss deadlines, leave customers waiting or get beat by faster competition ever again.

In this course, you’ll learn why SLAs should be used by your business, how to create and use them inside Front, and how to report on that information to make necessary changes that ensure superior team performance.

Not started
Enroll
Course Outline
  1. Overview
    1. What's an SLA?
    2. SLAs for your business goals
  2. Create SLAs
    1. Build an SLA rule
    2. Warnings vs. breaches
    3. Using SLAs to escalate urgency and create safety nets
    4. SLAs with different channel types
  3. Measure SLA performance
    1. SLA analytics report
    2. "HELP! I'm not hitting my targets..."
  4. Quiz
    1. Check your understanding
  5. Feedback
    1. What did you think of this course?

Course Instructor

Matthew Meeks
Matthew Meeks
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