Practices and Processes

Frontline tools and techniques for a successful support center.

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

 
A self-assist solution is one in which a person doesn’t directly rely on any other person to resolve their problem. No phone call needs to be placed. No chat window needs to be opened. No email needs to be exchanged. True self-assist (sometimes called self-service) is similar to how gas stations...
Tag(s): practices and processes, knowledge management, self-service tools, KM

 
This article presents some of the most common problems encountered by agile development groups in waterfall organizations, and some approaches that can help bridge the gap between them. Over time, these methods can help your organization become somewhat more agile, while also helping you work...
Tag(s): practices and processes, process, process-improvement

Tag(s): benchmarking, business of support, business value, incident management, industry, metrics and measurements, multichannel support, practices and processes, research, research corner, service level management, SLA, support channels, technology

 

Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...

Tag(s): practices and processes, security management, mobile device support, mobility, service management, metrics and measurements

 

Hear Buff Scott and Jim Bolton discuss the keys to success for implementing problem management and provide insight and tips for overcoming common roadblocks. This webinar will explore many important topics, such as the foundational elements that need to exist, the data you should be...

Tag(s): practices and processes, problem management, problem solving and troubleshooting, process-improvement, best practice

Tag(s): metrics and measurements, practices and processes, research, technical support, KM, knowledge management, knowledge-management-systems, KCS, staffing

 

While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...

Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value

 

When it comes to technology migrations, the Boise State University customer support team has the formula down. They transitioned from Windows XP to Windows 7 a few years back, a move that helped them establish a solid framework for rollouts; they’re now using that framework to prepare for a...

Tag(s): practices and processes, process, change management, process management

Tag(s): byod, best practice, customer service, desktop support, mobile device support, mobility, practices and processes, research, self-service, staffing, technology