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 NetworkFor the Incident Response Time you might consider splitting out the email response time and the call answer speed so you have data for each support channel. My only other suggestion would be to think through the data you would need to evaluate the performance of those providing the service, in particular quality of the support they are providing. Good luck!! ------------------------------ Maria Parrish Manager Greenberg Traurig Phoenix AZ ------------------------------
From : Communities>>Ask Your NetworkAll, We recently inked a contract to offer Adobe Creative Cloud to all students. This came with some seed grant money, and was curious if anyone else entered into a similar agreement with Adobe around Creative Cloud, and if so, what initiatives did you launch around this seed money? Thanks ------------------------------ Joshua Turner Director User Services Montana State University Bozeman MT ------------------------------
From : Communities>>Ask Your NetworkI just posted this on another question. The Salary and Practices Survey that HDI produces each year has a wealth of information that will be helpful to you, including customer survey statistics. I agree that you will need to set goals based on your business, but you need to start somewhere. Our group's goal is 4.95. https://connect.thinkhdi.com/viewdocument/2018-practices-salary-report-sta ------------------------------ Ellen Donati [Information Systems Manager] Legislative Data Center Sacramento [More]
Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner, yielding complex processes that few understand and many fail to adopt. The answer to this dilemma is to simplify the methods used to develop and document a process, making it fast to define and easy to adopt. Journey mapping is a technique that can help.
It’s easy to lose focus with the increasing demands on the support infrastructure. Focusing on key areas such as running support like a business, building strategic relationships, establishing clear strategy, and ensuring consistency and quality will not only improve employee morale and create a positive image, but help to maintain momentum needed to fulfill your support center’s vision.
While enterprise service management—the use of IT service management (ITSM) principles, best practice, and technology outside of IT—has been around for well over a decade, its time is very much now. Stephen Mann navigates the scope of enterprise service management and the role it plays in this world of digital transformation.