Negotiating a service-level agreement sets clear expectations of each party's roles and responsibilities within online or cloud-based service arrangements. A service-level agreement (in particular, a ...

More and more, customers are taking control of their experience. Amazon.com is a perfect example of how a company has given complete control to its customers. They can research products, compare ...

What Is A Service-Level Agreement (SLA)? A service-level agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected level of service. It is a contract ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

At the recent QCon San Francisco, Netflix staff software engineers Anirudh Mendiratta and Benjamin Fedorka shared insights into the company´s reliability strategy, detailing the evolution of its ...

The concept of commoditized utilities or an "as-a-service" consumption model is common in our day-to-day lives, and as consumers, we expect a high level of satisfaction during the service delivery ...

This Glossary of Quality of Service (QoS) Terms for AV/IT professionals has been provided by Paul Zielie, Consulting Solutions Architect at AVCoIP LLC. This is intended to be a supporting document for ...