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 NetworkI don't ever see us getting away from phone support. Honestly, most people like that comfort of talking to someone when they have issues, especially when they are more severe. I think there's a calming affect knowing that someone actually acknowledged your issue and is looking into it. Additionally, emails and self service tickets can be so vague, that it's recommended that one calls the user back instead of sending a plethora of emails or IMs back and forth. A simple call would make things easier [More]
From : Communities>>Ask Your NetworkOn the left side of our display is a map with all of our locations, in What's Up Gold. It's used to display the status of these locations: green is up and running, anything else means something is wrong. On the right side of the display, are two different options. The bottom is our change calendar for two weeks. Can be used at a glance to see what is going on. Then above that are call stats: Total requests for the week Open request by mode SLA violated requests Unassigned open requests [More]
From : Communities>>Ask Your NetworkWe currently use ManageEngine's ADSelfService Plus. With this, users are able to either reset their own passwords or unlock their own accounts by answering two of three questions. Users are encouraged to register and new members are "forced" through the process on their first day. Since implementing last year, calls have cut down - especially after hours and weekends. Additionally, when users call us, we usually send them to the site to unlock their own account, or will send the procedures directly [More]
Service and support organizations face many complexities and challenges. If your service strategy requires ongoing continuous improvement, you need to ask questions. The challenge is to find the time to dig in to the data and address what’s really going on and why. This level of service maturity requires quality data to build your data analysis, reporting, and actionable recommendations with confidence.
Culture is difficult to measure and is often considered an intangible factor in the work environment. Great companies routinely monitor and evaluate their team culture, knowing that a positive culture generates motivated employees who contribute to the success of the company. If a change is needed to bring the team back on course, redeveloping the service management team culture can create the most profound and long-lasting impact. Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily. IT is, more often than not, playing catch-up, trying to provide the best technology it can while absorbing enormous amounts of change and keeping the lights on.