Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES
Tag(s): service level agreement, SLA, RESOURCES, toolbox
Tool: The Request for Proposal (RFP) Template shows the elements of a complete RFP and allows for customization to suit your organization's needs.
Tag(s): business of support, financial management, RESOURCES
Customer Technical Support Edition
Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, toolbox, people, practices, research, research corner, RESOURCES, technical support, technical support as a business
An essay that defines first contact resolution rate in a multichannel environment.
Tag(s): RESOURCES, metrics and measurements
Guide: Items to consider when setting up your ACD announcements.
Tag(s): toolbox, RESOURCES, technology, service desk technology
Guide: HDI's standard job titles and brief definitions.
Tag(s): toolbox, RESOURCES, human resources, workforce enablement, people
Essay: One common mistake organizations make when implementing a knowledge base is rushing to implement self-service before they are truly ready. Use the LZS metric to predict your success rate before you grant customers access to your knowledge base.
Tag(s): RESOURCES, toolbox, KM, knowledge management, KCS
Tool: Scorecard (.docx) for comparing candidates for Support Center Analyst.
Tag(s): RESOURCES, toolbox, human resources, people
Tool: Worksheet (.xls) to help evaluate support requirements for new technologies and products.
Tag(s): RESOURCES, business of support, toolbox, change management, technical support, gap analysis