If you manage a service desk, will need to do some hiring, replacing, or backfilling of employees with new hires. When hiring new employees, there are many different routes to getting them on calls.
Tag(s): support operations, staffing, supportworld, training, workforce enablement
Date Published November 2, 2016 - Last Updated April 19, 2019
Sooner or later, it happens, even in the best support centers. Anyone in a customer-facing position has come to grips with being contacted by an angry customer.
Tag(s): customer service, customer experience, supportworld
Date Published October 27, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Tag(s): balanced scorecard, business alignment, KPI, metrics and measurements, support center, supportworld
Date Published October 26, 2016 - Last Updated April 19, 2019
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
In last week's #HDIchat, participants discussed the merits and applications of skills-based routing and intelligent swarming.
Tag(s): hdichat, supportworld, knowledge management, KM
Date Published October 18, 2016 - Last Updated December 15, 2016
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
Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Tag(s): customer satisfaction, customer experience, customer service, customer-satisfaction-measurement, supportworld, metrics and measurements
Date Published October 12, 2016 - Last Updated December 15, 2016