Customer Support That Scales: Tickets, SLAs and Escalations
Customer Service, Support & Contact Centers: leave with ticket categories, SLA targets, an escalation matrix and a support quality checklist.
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What this session would cover
Proposed outline — the mentor finalises the agenda once this topic is scheduled.
- 1Why customer service, support & contact centers matters — the common problem: Support requests arrive everywhere, urgent issues wait and no one owns escalations.
- 2Core concepts in plain language: Customer support strategy, support channels, ticket management, case categorization, queue management, service-level agreements
- 3Going further: escalation management, first-response time, resolution time, first-contact resolution, support knowledge bases, complaint handling
- 4Framework walkthrough: Customer Journey Mapping, Service Blueprinting, Jobs to Be Done
- 5Practical workflow, built live: Ticket categories, SLA targets, an escalation matrix and a support quality checklist.
- 6How to measure it: Customer satisfaction, Net Promoter Score, Customer effort, Churn, Renewal rate, Time to value
- 7An illustrative case (a fictional example, not a client result), then live Q&A on your own situation
Who it's for
- • Customer support and success teams
- • Service business owners
- • Operations and CX managers
You'd leave with
- Ticket categories, SLA targets, an escalation matrix and a support quality checklist.
- A working understanding of Customer Journey Mapping and Service Blueprinting
- A short list of measures to track: Customer satisfaction, Net Promoter Score, Customer effort
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