Help Desk Software

What are the key performance indicators that every call center manager need to know?

11 de December de 2015 in Help Desk, How to, ITIL, Productivity, Satisfaction, Software

Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even?

In a quick list, we can say that these are six basic indicators (at the least).

And we’re not talking about complex metrics, but simple actions you can take to make sure you have a real-time view of the success of your team:

Know your customer satisfaction score: For each customer satisfaction score, there is always a key indicator of performance. Create a list of information per company, manager or process to obtain the most accurate picture of your customer satisfaction, noting the areas that are in need of improvement.

Think about your level of service: Next, you need to clearly define your ideal level of service. From this baseline, you can question any shift in customer satisfaction.

Note the problems of yesterday to spot trends: The key performance indicators here are dropout rates, average waiting times and adherence. By looking at your past issues you can see if there are trends in changes in the types of calls you are getting and how its agents are dealing with them.

Using these data can also allow you to make sure that the team is properly closing the incidents. If on the other hand changes occur in the types of the tickets, this data can help you focus on these areas and reprioritize.

Review the session support to better understand your customer’s needs: To analyze the patterns of records issued the day before, you will have to observe the changes in the types of incoming tickets and how well agents are operating these tickets.

To hear the first calls of the day you will have a few tips, say, fresh on customer needs. What are the most common problems and what is the approach of the agents?

Follow the team: Another tip is to track your team this will give you a moral sense of team and the qualitative state support.

Any comments and techniques that make your team the most successful members are the key performance indicators.

Know where your team has quality and where you can improve: Finally, your overall assessment should identify the level at which the team is successful or needs improvement.

In this case, the key performance indicator is a quality score of two parts, divided between the business impact and the impact on the customer.

Like all businesses operate in different ways, it is important that as service manager / help desk you set your KPI according to specific strengths and weaknesses, track your performance and set realistic benchmarks for the future.

To ensure that you understand what these metrics really mean and how they impact your center means that you are on track to achieve this goal.

Keys to get all the potential of teamwork.

08 de December de 2015 in Career, How to, Productivity, Satisfaction

The team concept originates from sports, however, the corporate world knew incorporate very well this concept in the mid-twentieth century, when different authors star to recognize the importance of teams in organizations, focusing on companies and particularly in projects.

So, in the current days we hear so much about Team Building, Team Work, and Team Leadership.

Teamwork is not just a sum of individual activities, but there is a collective energy that produces a different effect to the simple addition of tasks.

For those who lead teams and not only wishing to build teams, but mainly learn to obtain the full potential of the synergy between all its members, here are 10 keys that will be fundamental to achieve this purpose.

That isn’t just for Help Desk teams or IT projects, but for any other area where teamwork is vital…

  1. Formation of teams with a purpose and a task. For a team to be made there must be a purpose, a task. The common goal is the league. Sense of purpose is all!
  2. Scope of the purposes in a specified period. Teams have a specific time to do their work. And these time limits may be set by a higher level of organization, the team itself, by the driver or by a process of negotiation between the many stakeholders in the organization.
  3. Individual specialization and specialization of the team. While members have knowledge and skills in one or more specific subjects, they should also be prepared to exchange functions.
  4. The selection of team members. Organizations select their members focused on individual skills psychological conditions, etc.
  5. Evaluation by process. Evaluation by results. Some teams are measured only by results. Other also measure the shape and case in which the task was accomplished
  6. Team style. Each team has a style that characterizes and is formed by internal agreements, for resources, for personal style, knowledge and previous experience of the members and the team leader, for his stories, etc.
  7. Quality standards. Teams are required to meet quality standards. For example: an orchestra can’t tune.
  8. Reliability. It develops over time. In ephemeral teams confidence is often implicit in the professionalism of its members.
  9. The oath of the team. The agreements score the team’s limits, generate cohesion.
  10. Ethics, motivation and training. The satisfaction of certain ethical principles – of which the continuous training and competition are not excluded- is a motivator for team members.

And to you which factors unite and improve the performance of a team? Share with us!

Be more productive: Myths about productivity to be overturned.

08 de October de 2015 in Blog, How to, Productivity

For the professionals of all sectors is important to know what habits will give you what you need to have a day more productive, this state is almost magic that leads us to complete the task in time and without distractions.

Let’s look at some of the most recurrent myths about productivity that can be responsible for the opposite effect.

Separate complex projects into smaller tasks don’t work out.

Program each pending from beginning to end can cause wear, and productive people are more comfortable with the certainty in the short term than with the long-term uncertainty when it comes to managing tasks.

Try to separate the big projects in two or three jobs at once.

Is a matter to get used to, but more realistic approach to complex projects will provide a broader range of ideas, the ability to overcome obstacles and have better point of view from which to make good decisions.

The fact is you don’t know which challenges or opportunities will come across at some point and needs to be flexible enough to handle them.

Do not leave for tomorrow what you can do today.

Use a time line for organize your work, doesn’t matter how many you have on your list.

Productive people are always reviewing what they have to do in the next few weeks, because they know it is a marathon that takes time.

Trying to do everything in the same day can be frustrating and you may be disappointed with the result rushed, so it’s important to be realistic about what you can achieve.

Look for your list and try to put the same number of pending issues every day. The key words on this case are: essentiality and priority.

Reprogram again and again until it’s over.

Do you think that reschedule pendency will not prejudice you?

Think again, there is a big emotional cost that comes with reprogramming.

Productive people know how to eliminate things that are not so important to remain focused and not have the worry of having to do something.

Do commit yourself only what you know you can finish and what you can spend your time during the day. It’s not just about finishing things, but about finishing them well.

After all, the productivity is a personal quest.

What works for some may not work as well for others as not all have the same success settings.

About it, pay attention to your habits and ask yourself what works for you.

Perhaps the most important rule is that professionals more productive create their own “truths” on the road.

What is the importance of having a knowledge base in IT

18 de February de 2014 in Blog, How to, ITIL, Productivity, Satisfaction

PrintKnowledge base is where you store all relevant information about your work done in your company, so you can access it later. But how to create an effective knowledge base in your company?


First, to build your knowledge base you need to keep in mind your goal, because the term is too wide and everything eventually may become a knowledge base. For example, if the average time for solving problems in your Help Desk is high, you need a base to streamline this process. That needs to be started for each incident. In this case, a set of records of incidents can be the foundation of knowledge you need , with known errors and technical workarounds that can be found easily. On the other hand, a database where are stored all manuals and operating procedures of a particular technical support is also a knowledge base.


But the question is: how to make this efficient knowledge base ? How to relate all this information to quickly find the answers I seek? To have a base of knowledge organized and effective, you need planning and control. One way to optimize your base is the indexing of the content that needs to be registered on the basis of criteria to facilitate your search, such as the due date for questions and model registration ( title , problem , cause and solution ). Hold people responsible for base and to measure their use to achieve constantly make improvements.


Owning a knowledge base will help you establish a pattern of response to the calls , increase the solution at the first level, the possibility of direct technical support Level 2 for more complex jobs that generate more value for the business , plus shorten troubleshooting and enable service 24 × 7.


When to merge a ticket?

18 de February de 2013 in Blog, How to

The aim of tickets is to avoid duplicate entries. When an end-user submits a claim twice for the same incident, two tickets can be merged.

Here’s a scenario: John sends an e-mail to technical support for his laptop problem. He calls the help desk to confirm the record of the incident and the help desk creates another ticket for the same problem. The duplicate tickets fall under these conditions,

Same End-user

Same Incident

Duplicate entry

When the above situation occurs, the tickets can be joined to the rest of the others. The conversation is continued through the first ticket.

What not to merge?

In the same scenario, if multiple requesters report the same problem, do not merge them. If too many tickets merged, then only one requester will receive emails because the records are linked to only one parent request. These multiple incidents can be analyzed and modified to Problem Management, if necessary.

3 Tips for successful targeted Help Desk solutions

13 de February de 2013 in Blog, How to

1. Map your processes

Before you go shopping, organizations must develop procedures for incident management, change request, problem and create a flowchart. “That way you know what to do, who does what and how the process flows,” says Steve Villalpando, manager of IT governance from Virginia Farm Bureau Federation. “Once you’ve defined one, the mapped process is repeated by all, and you can choose a tool that supports this.”

2. Do not go too fast

Before proceeding with the implementation, take the time to write your expectations of a help desk tool and what you want to accomplish. “There are a lot of little things that need to be configured, and if you do something the wrong way at the beginning may affect you in the future,” said Bob Kay, operations manager for Vistex.

3. Adopt a balanced approach

Organizations need to invest heavily in their people processes and technology. “If I’m I have beginners at my helpdesk, no matter what I bring in tools, they are still raw,” says Jeffrey M. Brooks, research director at Gartner. “Many organizations put a hyper-focus on software as an integral component of the help desk, and it really is not. Technology is just a tool, but not a cure-all.”

Tips for an Help Desk professional

08 de February de 2013 in Blog, How to

1. Everyone is a customer

Everyone who calls you for technical help is your customer.

2. Be courteous

You are representing your entire company (and especially the IT training department), when you talk to your customers. Politeness

Polite: always. Treat each call with politeness, even if they do not return the courtesy.
3. Be clear and precise

Avoid technical terms. Your client does not have as much technical experience as you. Do not assume that your partner knows what you ask him to do, then remember to clearly describe each step he will have to follow.


4. Use analogies

Whenever possible, using every day analogies. It will help your client feel confident and put the issue in a technical perspective.


5. Be nice

Your client is probably frustrated. He’s probably in a hurry and thinking about how much he is losing in productivity by not knowing how to use his computer better. Listen openly, without judgment, to the customer’s problem, even if you’ve heard the description a hundred times before, this is the first time for your customer.


6. Be professional

Recognizing the frustration of your client, but a balance, don’t get emotionally involved. If your client remains in wrong path and describes their feelings, ask kindly, for more specific questions as possible to help bring the conversation back and fix it.


7. Keep notes

Create a database of knowledge. Accompany each incident, symptoms, causes and solutions.

You will begin to see patterns in how the software behaves, and you’ll soon be able to apply the intuitive patterns to solve new problems.


8. Train your colleagues – Share ideas.

Train your coworkers. When you learn a new faster solution to a problem, tell the other experts on the subject. If you share, they will share. Then you’ll all be better at it.

Good Practices for Help Desk Team Management

04 de February de 2013 in Blog, How to

Managing a help desk is an important function in many different types of organizations. In order to participate in an effective help desk management, managers should lead by example when it comes to good communication, generating respect, and making sure that all the help desk staff are properly trained and up-to -date in terms of information and procedures.

One of the first things to keep in mind with the help desk management is the need to promote effective communication at all levels. This means that managers and staff must be able to communicate clearly, which helps minimize the potential for misunderstandings that can compromise and have a negative impact.

Along with solid internal communications, help the team create skills that make it easier to communicate with customers. This means active personnel training, not only in terms of the type of information, but also how to transmit this information using terms that customers can understand. The end result is a client who feels heard, an element that can go a long way to defuse a negative situation and maintain positive relationship with the client.

One should also take time to do performance reviews with staff. This is a time for the manager and staff to identify strengths and areas that need improvement, which in turn helps make the most effective help desk. The focus of the assessments is not just about the skill set of the team, but also an opportunity for them to make suggestions on how to improve help desk functions. Where the team should always be free to suggest new ideas for managers, incorporating this opportunity at the end of the evaluation can often yield some effective ideas and also strengthen the team.

Supporting the staff is also an important aspect of managing help desk. Everyone should feel confident that the manager will be there to assist in case something happens and it is beyond the scope. This leaves the team with confidence in the ability of the manager to support them.

Recognition of the value of all help desk staff, making sure everyone is up-to-date on policies and procedures, and be prepared to help employees with difficult situations, the process of managing help desk will proceed smoothly, benefiting all involved.

5 Tips to motivate the Help Desk team

01 de February de 2013 in Blog, How to

1. Invest in training

One of the biggest reasons behind the poor performance of the team is the inadequate training. When employees don’t know the answers to the questions that costumers ask, the employee become stressed and their performance goes downhill. Train your staff extensively in technical assistance so they can handle any customer.

2. Provide appropriate tools

The team needs to be supported by cutting edge software. Systems that manage customer emails, knowledge base systems that allow its client’s help desk to direct resources online, self-service and chat systems are some of the tools that have a great impact on the quality of their service.

3. Trust your helpdesk

Your helpdesk will not be motivated to give their best, if you do not trust your professional judgment and let it make the final decision on customer service issues. You can show your confidence by getting rid of scripts that end up angering customers and agents without solving the real problems.

4. Provide sufficient incentives

Even well trained staff may lose interest in work if their successes are not recognized. The easiest way to recognize their efforts is to say thank you for their work, demonstrating that from a lunch to flexible terms.

5. Rewarding publicly and privately pointing errors.

While publicly reward your high achievers is one of the best ways to motivate them, pointing out their mistakes in front of others can contribute to a toxic work environment. Meet with employees who erred in private, point out their mistakes and do what you can to ensure that it doesn’t happen again. Most people would get the message and those who continue to offend are not fit for your organization anyway.

Tips to assemble a winning team

30 de January de 2013 in Blog, How to

According to the team leader of, Nathan Brown, Regardless of the business sector, the main tips are:

1. Do not hire out of desperation

2. Never ignore a red flag

3. Adjusting personality issues

4. Skill sets are sometimes less important

5. Involve leaders in the hiring process

6. Interview all internal professionals interested in the opportunity before an external supply.

7. Focus on finding professionals with a passion for the mission.

Nathan sees it as something negative someone to say that they were the right person to perform all the tasks of the job. In this scenario there’s a lesson, If candidates are not looking for growth and challenge, then they probably do not have the motivation.

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