Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Tag(s): business value, customer service, supportworld
Date Published October 25, 2016 - Last Updated April 19, 2019
Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Tag(s): collaboration, customer experience, customer service, employee engagement, ITSM, IT service management, practices and processes, service design, service desk, support center, supportworld
Date Published October 20, 2016 - Last Updated April 19, 2019
Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Tag(s): capacity management, desktop support, human resources, RESOURCES, staffing, supportworld, workforce enablement, contracting
Date Published October 19, 2016 - Last Updated April 19, 2019
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Tag(s): escalation, KM, knowledge management, practices and processes, problem solving and troubleshooting, support operations, support center, supportworld
Date Published October 18, 2016 - Last Updated April 19, 2019
SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Tag(s): best practice, business alignment, IT service management, ITSM, practices and processes, process management, service management, support center, supportworld
Date Published October 13, 2016 - Last Updated August 15, 2018
In last week's #HDIchat, participants discussed the ways in which their organizations keep raising the bar for customer service.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 11, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 4, 2016 - Last Updated December 15, 2016
Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Tag(s): focus series, supportworld, technical support, support center, customer experience, customer satisfaction, customer service
Date Published September 30, 2016 - Last Updated April 19, 2019
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Tag(s): collaboration, communications technology, crowdsourcing, knowledge management, KM, ITSM, service desk, service management, supportworld
Date Published September 28, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Tag(s): hdichat, supportworld, technical support, technology
Date Published September 27, 2016 - Last Updated December 15, 2016