An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.
From : Communities>>Ask Your NetworkMy team converted to a tiered model at one point. I think the learning points for us was: Clearly state the difference between each tier Qualifications for the reps Duties and responsibilities differences How does a lower tier work up to become a higher tier I would recommend not doing this based on time on the job Come up with clear markers that shows qualification If tickets are to be escalated to a higher tier, what are the triggers for doing so Create handoff procedures for tickets [More]
From : Communities>>Ask Your NetworkHello, I worked for a large service provider and actually helped to develop the concept as well as integrate it into some solutions. A few items to consider but certainly not a complete list: Secure storage Store consumables for after hours pickup user can drop off h/w to be worked on leave loaner gear leave provisioned h/w for new hires, end of life h/w, etc. Staffed with proved deskside technicians Good social skills can work with ...irritated...folks should go through some Service [More]
From : Communities>>Ask Your NetworkMichael, Over the years I have heard a number of interpretations of Service Desk metrics. With that being said, here's a few of things to take into consideration: First Contact Resolution (FCR): This is a measurement of items that were resolved upon first contact by an agent regardless of what levels of support were engaged or how long it took. As long as the client had the issue during their first contact. First Level Resolution (FLR) This is the measurement of items that were resolved at [More]
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations. Participants got to hear about the entire realm of self-service, including lessons learned and challenges in addition to successes.
People being asked to use new technology need to be brought right along with the project team, even during development. A good people strategy (that is, organizational change management) can make a difference between success and failure. If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Knowledge-Centered Service or KCS is a set of practices for knowledge management that can benefit any service organization by improving the quality of services, reducing costs, and improving customer satisfaction.
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