One thing’s for sure: When it comes to the main tool used to track work in the support center, there is no “One size fits all.” Some organizations require more than one tool to get the job done, and others use a customer relationship management tool (CRM) rather than a typical help desk or service desk suite. What happens to historical data when the tool is replace or refreshed? How important is the ability to build customer reports?
Read the recap to hear what participants had to say, and then keep the conversation going on HDIConnect!
Join us again this Friday, October 7, for our next #HDIchat (topic: raising the bar for customer service)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.