For most IT service providers, customer satisfaction and technician satisfaction seem to be in perpetual unbalance. Think of it as a see-saw; when you focus heavily on the customer side by fulfilling their every need, it may cause your internal team to feel overburdened and overworked, leading to costly turnover. On the other side, prioritizing your tech team’s needs over your customers’ could result in spotty IT support and a poor customer experience. So, what’s the key to achieving balance between the two?
Fortunately, one successful MSP has it all figured out. Joe Nardone, President of Computer Consultant Team (CCT), recently sat down with Madison Kocis and Joann Li, two Sales interns from Continuum’s Cranberry Office, to discuss how CCT leverages Continuum’s transformative platform to increase satisfaction for both its customers and its employees.