 |
|
White Paper Archives
|
Indicates a new White Paper
|
The Evolution of the IT Help Desk to the Service Desk An
Examination of Current
and Future Trends |
| by Meg Frantz |
What’s so great
about a help desk? Plenty, if it has kept pace with evolving
information technology. Our technology environments have made
quantum leaps in the past decade, but most organizations are
still operating
with the dated model of simpler times, when fewer things went
wrong. In
that era, sending a living, breathing human being to fix
problems at the
user’s desk made sense. The problem was solved, the cost was
minimal, and
the user was happy. |
|
Read More |
| |
|
Knowledge Collaboration for IT Support |
| by Strategic Advisory Board |
| Have you ever
called a support line and said to yourself: “That Company stands
out above the rest; their support was great!.” Contrasting that,
everyone has their favorite story about a nightmare support line
that led to an endless string of frustrations and went on for
ninety minutes. The key factor separating these experiences is
the customer experience when dealing with the person on the
other end of the line and effectiveness of the help you get. The
key differentiator for effectiveness of the help lies in
Knowledge Collaboration. Knowledge Collaboration; for the
purposes of this paper it is defined as the ability of the
organization to move the right information, to the right people,
at the right time. The “right” information for our purposes is
built, maintained, and made available when and where it is
needed. |
|
Read More |
| |
|
Secrets to Success in Supporting Today’s Contact Center
Technology |
| by Lori Bocklund, Strategic Contact |
| Following the
news in our industry, it is easy to see that we are in an
incredibly exciting and interesting time of change in both operations and technology.
Voice over IP, speech recognition, multisite and multimedia
contact routing and handling, home agents, data analysis and
scorecards, outsourcing – overseas or in our backyard, and
hosted solutions are just some of the things that grab our
attention and can turn into important projects. As we make these
changes, we implement technologies and apply them in new ways to
enable the business to meet its goals. However, as centers
embark on these projects, focused on the implementation itself,
we often neglect a critical factor to success: how to manage the
technology effectively on an ongoing basis. Without changes to
the organizational roles and responsibilities and the support
model and associated processes, we risk sub-optimized
deployments of these powerful capabilities, reducing the return
on investment. |
|
Read More |
| |
|
Managing IT Evolution in the Mid-Size Business |
| by Samantha Howard, Vis.align |
| The rapid evolution
of business and technology means that companies often fall behind
in the race to maintain and upgrade infrastructure - the physical
support network of hardware and software. While IT leaders are highly
sensitized to shortfalls and gaps in the physical infrastructure,
it is also critical to tend to the people involved in implementing
technology. |
|
Read More |
| |
|
Coaching Made Clear The DRAW model provides the right approach |
| by Joanne L. Smikle, Smikle Training Services |
| Every leader I know
looks for ways to drive performance. They want to engage people
at significant levels, to get everyone involved in making strategy
come to life. |
|
Read More |
| |
|
The Day I Invented Bill Nye, The Science Guy® or Hire More Weird
People |
| by Ross Shafer |
Business Rule #1.
Hire more weird people.
Follow that one simple rule and you’ll grow your company. Why? Because
whenever you hire a clone of yourself - and you want to generate
fresh ideas, you know what ideas you’ll get? |
|
Read More |
| |
|
How to Be a GREAT CONFERENCE ATTENDEE (and Get the Most Out of the
Show) |
| by Nancy Friedman, The Telephone Doctor |
Having worked both
sides of a conference – as an attendee and working the booth – I’m
not sure whose job is harder.
When I’m working in the booth I feel the attendees have the harder
job. Walking around aisle to aisle...dragging those big heavy bags.
Sometimes not knowing exactly what they’re looking for.
|
|
Read
More |
| |
|
Creating Valued Services |
| by Peter McGarahan |
| How do you create
value? By enabling, servicing and supporting business functions
to generate a competitive business advantage. Then you must demonstrate
the value you create by linking business results to IT services.
This can only be successful if you implement the proper mechanisms
to capture/measure the business impact of the result. Business impact,
the delta of the before and after of your metric, must be communicated
to the organization. |
|
Read
More |
| |
|
The E-Writing Bulletin ANSWERING E-MAIL FROM ANGRY CUSTOMERS: How
To Turn Furious People Into Fans |
| by Leslie O’Flahavan and Marilynne Rudick, E-WRITE
|
| In a perfect world
there would be no angry customers. The product would work flawlessly,
it would arrive on time, and no customer would wait—listening to
elevator music—for 30 minutes. But absent that perfect world, you
will have angry customers. And they will send angry e-mails. Whether
you’re hearing from your angry customer by phone or e-mail, your
goals are similar: fix the problem and convert an angry customer
into your biggest fan. |
|
Read More |
|
|
|
13 Things Nobody In Your Office Should Ever Say, And What They Should
Say, Instead. Or….How to Keep Your "But" Out of Your Mouth |
| by George Walther |
Each day, every
day, colleagues throughout your office, including assistants and
front
desk staff who have direct interactions with your customers, are
unwittingly shooting
themselves in the feet. They’re using "powerless" expressions that
interfere with your
desire to project that positive, customer-friendly, "can do attitude"
that you want to get
across with every customer contact. |
|
Read More |
|
|
|
Who Needs Legs When You Have Wings? |
| by Chad Hymas |
Had the choice had
been his, 28-year-old Chad Hymas of Rush Valley wouldn’t have been
in that horrible ranch accident a year ago that left him a C-5 quadriplegic,
paralyzed from the chest down with limited use of his arms.
If the choice had been his, Chad, husband of Shondell and father
of four-year-old Christian and two-year-old Kyler, would still be
molding his businesses of landscape construction, real estate investing,
and elk preservation on 5,100 acres of thick pine and Douglas fir. |
|
Read More |
|
|
|
50 Ways to Say What You Mean and Get What you Want |
| by George R. Walther |
| A Quick Reference
Chart |
|
Read
More |
|
|
|
|
| |
