03 de March de 2017 in Blog, Help Desk, How to, Productivity, Software
It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company.
Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also a range of tools that increasingly facilitate contact between consumers and businesses.
Given this scenario, the support agent has become a key player in the companies, after all, who speaks directly to customers / users is you and depending on your performance, can reverse a situation of an unsatisfied customer and also make it loyal.
You are the professional who can bridge the gap between what customers want and what your business can offer.
Check out some tips to make your service even better and go home with the satisfaction of accomplishment.
Enjoy technology to exceed expectations.
Explore the functionalities that service software offers at your fingertips: knowledge base, complete customer history, service center shared with other departments, management of the resolution deadline, etc.
If you use the features appropriately, the customer may be surprised at the efficiency, agility, and care provided to solve the problem.
That way you can win the customer and even stand out in your company!
Offer the fastest solution to your customer
For good and evil we live in the internet age everywhere, at the speed where everything is “for yesterday”.
And your customer is no longer used to waiting for an answer and waiting for an immediate solution because that’s how things work today and the dynamic attendant is ready for it!
A good tool to help with this process is the customer history stored in the service software. Demonstrating that you know your customer can make all the difference.
Sincerity: transparency is key to good service
If you haven’t understood the client’s situation or proposition, be sincere and ask the story to be repeated.
It is best to be very attentive, but if the person on the other side has not been very objective, it is important that everything is clear so that there is no misunderstanding.
Still in the question of sincerity, the employer must recognize when the solution of the problem is not so fast or easy and it is impossible to consult someone at that moment.
You should always look for a solution and return as soon as possible with a response.
Calm: the solution should come without major stresses
Not all customers / users will be in a good mood or educated, in fact if they are upset because of a problem that the company caused them, there is no way to get the reason of a dissatisfied.
It’s up to you to act calmly and always be patient, to provide good service, but never tolerate a lack of respect (read this chat about dealing with aggressive customers in the support).
Proper communication for good customer service is not just about using the right words or applying a grammar of excellence (though essential details), but about speaking the customer’s language at its various times and circumstances.
- Words or technical expressions to people with little degree of instruction on the subject;
- Do not cut the pronunciation of words: be clear;
- Avoid transmitting uncertainty;
- Intimate treatments;
- Diminutives, gerunds, slang and regionalisms;
Do not make promises you can’t keep
This is a motto for any circumstance, especially when it comes to complaints.
The client wants his problem solved and all he wants least is to have false expectations. Through the service software, you can set a return time for it based on the type of occurrence versus time resolution already recorded in the database.
So do your best, anchor yourself in the support tool you use and do not promise what you can’t keep.
Answer the customer in a timely manner and make yourself available for the next steps.
This tip is worth both the first contact made by the client – using the resources already mentioned – as in later returns.
In the latter case, you can create alerts in the system to warn you about the status of the situation or when the deadline is close to expiration, so you can follow the process and comply with the agreement
To deal with the large volume of calls is essential to have the best technology as an ally of your work.
By mastering it, knowing how to use it in your favor and the people you serve, you will have many growth opportunities in your company and will be recognized for efficiency and competence.
If your company does not already have Milldesk, one of the best Help desk / Service desk management software on the market, it’s easy to talk to your manager and start using today the system that is revolutionizing customer service in many companies. Try it!.
08 de February de 2017 in Blog, Help Desk, How to, Productivity, Support
The service to the internal users is the business card of the IT area, especially for the high ranking of the company.
And if this service is not satisfactory, contributing negatively to an image of the IT department within the company itself.
Many companies put young professionals to serve the internal users, in some cases with less experience than the users themselves, it is enough to remember that today computer science is widely spread and is part of people’s daily lives.
In this area one must invest in the good relationship between technical support staff and users.
The truth is that the IT industry needs not only technical training but also interpersonal skills.
An efficient team does not mean that the front-line technician has to know deeply each of the technologies installed in the company, it means that the IT field has to put together an efficient process to serve the users.
Do not let front personnel be creative in solving a problem, their mission is to execute the defined procedures and maintain a good relationship with the users to avoid that simple problems are scaled to higher levels of the organization and that they do not reflect in the evaluation of performance Of IT to other departments.
By these and others we want to show 4 aspects that the IT team should keep in mind when dealing with their internal customers, so that there are no problems and discomforts, please follow:
Have a good service policy.
The IT team, as an independent department, must clearly define the services and response times to meet the needs of its internal customers, as well as be aligned with business objectives.
What can definitely mean success for the IT department is the implementation of several processes, which once defined generate trust in the services and quality delivered by the IT sector.
To ensure that the IT area is working on what is important for the company to mount a portfolio management process.
This will help minimize the pressure from business areas to develop small projects with results that are out of alignment with business objectives.
Another nice tip for the internal user to feel comfortable with is communicating possible problems related to internal processes that may affect the delivery of a content solution, for example, excessive bureaucracy to adopt new software.
Take measures to improve relationships with internal customers.
Communication is definitely one of the best ways to enrich the relationship, however, there are other alternatives that just like those mentioned above can contribute to create a more harmonious environment between the IT department and other sectors of the company.
Defining accountable service level agreements and procedures that are transparent, linear, and truly delivering value to your internal customers is always a good strategy.
What is important is always to be clear about the products and services that can be provided and to demonstrate the reasons why something cannot be done.
This allows internal customers to understand that there are also limiting factors in IT that can’t be resolved if there is no investment in technology, it will be easier for the organization to view technology as a strategic ally rather than as a simple expense in their finances.
Straight talk: no lack of transparency, coiled communication, technicality …
Certainly one of the main weaknesses that affect the work environment and consequently the relationship of trust is communication.
The lack of transparency in many departments makes many internal users see the IT industry with some mistrust.
This perception of a lack of transparency causes many to see IT as a poorly managed and disorganized department, which instead of being proactive tends to be reactive only to incidents.
Add to all this an obscure communication, full of technicalities and lack of clarity, which only complicates the communication process, creating false expectations that in the end will not meet the needs of the business.
A correct distribution of activities.
Good help desk and service desk management software can be a great ally of your IT department because it enables your support team to respond in a timely and supportive manner and to be proactive.
This tool can also assist in a better distribution of activities, control of hours spent with care, etc.
Milldesk, for example, with just one click, it is possible to find out the total amount of hours spent in each client’s activities, which, among other factors, optimizes the productivity of the IT / support industry.
We hope the article is of great value to your business and contributes to the success of the company!
17 de January de 2017 in Blog, Career, How to, Productivity, Satisfaction
The American online store Zappos sells shoes and clothing over the internet. It was bought by Amazon 1.2 billion dollars, it is one of the great cases about customer service, worth knowing.
And today the company is not only impressed by its customer service but also by its curious management model, the so-called holocracy: a distributed authority system – a set of “rules of the game” that place empowerment at the core of the organization.
In this model, basically authority and decision making are distributed by self-organized teams, rather than at the top of a hierarchy.
Is this all or not enough reason for any company to pay attention to the famous “Zappos culture”?
The company has always focused on good customer service / support and is proof that a quality customer service can put a business really at the top.
At Zappos there is no middle ground, the customer is a priority and service is a reference.
Ony Hsieh, CEO of e-commerce since 2000, started with a shy company that only sold shoes on the internet. However, in a short time, the store grew, started selling other products and generating more and more profit until, in 2009, the company was acquired by Amazon.
This impressive growth was only possible because Tony put the customer service as the organization’s priority instead of profits (can you imagine that?).
This made the customers, extremely satisfied with the service, indicate the company to their acquaintances, the famous word-of-mouth marketing and thus, of course, Zappos has been gaining more and more consumers and consequently higher billing
And why are we talking about this company? Simple, as we have said, it is a case of success, especially for small and medium-sized enterprises.
Then, follow what you can learn about Zappos’ customer service, and focus on service so your organization can succeed.
Customer service and support of quality is a matter of business culture!
You do not necessarily need to create a lot of rules of conduct for your employees when it comes to delivering good customer service, Zappos has shown that a set of rules is not as effective as having a business culture that truly values the customer (after all, Your business only exists because of it).
Depending on the circumstances of your business and context, we know how manuals and scripts can be disempowering, to use a buzzword.
Many say categorically (including Tony Hsieh himself) that Zappos is a “customer service company that happens to sell shoes and clothes.”
And one of the core values of its service culture is the delivery of the “wow” factor (in Zappos’s own words) to its clients, through services, stimulating creativity and change, creating fun, being open to innovations, seeking growth And learning, build open and honest relationships, have team spirit and family, do more with less, be passionate, determined and be humble.
These principles should be accepted by everyone in the company and only people who had affinity with these values were hired.
Imagine the scene: a strong team of 600 employees who take care of phones, e-mail, and chat lines is not just any call-center but the more autonomous customer service team across the industry – And this works wonderfully well!
The service at Zappos was completely personalized, no customer was served the same way and as has been said, there was no script to follow.
Every person who contacted the company should get full attention from the clerk, who would create a close relationship with the consumer and talk to him as long as it takes to solve his problem.
When you do not have customer service goals to beat, employees can focus on quality of care, as they do not need to dispense the customer as soon as possible.
And this is much more important, since the customer feels really special and ends up being loyal. Within the reality of your company, could you implement this practice? Think about!
Loyalty before, profit later.
The idea behind the title of this topic is quite simple: before you think about the financial return, you should think about how each attendant can satisfy the customer of your company.
At Zappos, for example, it was worth everything, employees had the autonomy to do whatever they thought necessary to please the consumer, from sending personalized messages to customers to sending new products and gifts in case of any problem.
Even if the customer was looking for a product that the company did not have, the employee could look at the competition and tell the customer where to find the product (take courage to do that, right?).
You may be wondering, “But wait, does not that make a sale go away?”
At least within the experience of the company, it seems that by doing so, the customer feels valued and consequently will be loyal to the company, because, because of the attention given to it, it will return at an opportune moment.
“Errare Humanum Est”: everybody make mistakes the important thing is to admit and improve.
An interesting point to highlight within the Zappos culture is the encouragement of admission of error.
The important thing is that if an error is made, it is assumed and resolved, even if it means financial loss to the company at first.
How about stimulating that same stance in your company?
In practical terms, it means that if customers are harmed with a thoughtless discount promise, for example, if the mistake is made and the promise is fulfilled.
You can be sure that you will get their trust and respect.
The biggest lesson you can learn from Zappos is: in customer service, make it clear that the customer is your priority. You will see that this will win many more consumers and leverage your business.
Don’t forget your employees.
Promote the training of your employees or in the words of Zappos founder Tony Hsieh: “Empower and trust your customer service representatives. And believe them they want to do good service … because, in fact, they do. “
Do you already apply any of these actions to your business? Does your company truly prioritize your consumer? Do you invest in good practices in customer service? Tell us about!
06 de December de 2016 in Blog, How to, knowledge, Productivity
Your expertise and technology credentials can make you strong in an IT manager position. Learn how certain non-technical attributes can help you stand out. The 10 features listed below extend beyond the required competencies and can help…
# 1: Proactive attitude: Take initiative and do a good job. Being proactive is an excellent feature as long as it is consistent with the mission.
# 2: Adaptability to change: Our IT world is constantly changing and those who are adaptable tend to achieve more. Managers need to adapt to change and maintain high levels of productivity, even in difficult times.
# 3: Appreciation of good customer service: People who understand the importance of customer service know that customers or users are the reason why we have a career in IT. They also know how to take precautions when working with problems that can cause downtime and loss of productivity.
# 4: Teamwork: Many excellent IT technicians lose their value to an organization when they cannot effectively work in a team environment. Demonstrating an ability to work successfully with mixed teams of IT staff and users is a tangible asset.
# 5: Commitment proven: work and work! When called upon to take care of a situation – one who will do whatever it takes to succeed individually and for the team. True artists work under pressure.
# 6: A strong desire to achieve: It is difficult to teach people to want to succeed if they do not have the desire. Having a desire puts an emphasis on getting important issues solved, and it is known when a situation demands the maximum donation to the tasks.
# 7: Ability to solve problems: Erasing fires is a big part of the role of any IT manager, and competence does not necessarily mean that a manager has to have all the answers. Good managers are willing to work hard to find answers and take the challenges that come to their tables.
# 8: Communication skills: Having the ability to communicate effectively with others is necessary in most IT management roles. IT managers communicate with you every day – from the CIO and from the internal user to the external customer. Strong verbal and written communication skills can make you stand out.
# 9: Strong Follow-up Skills: Nothing is more frustrating for a CIO than having a manager who does not do task tracking and called properly. It probably undermines the credibility of the IT organization more than anyone else. The tracking capability shows commitment and an understanding of customer service.
# 10: Low Maintenance: Managers who can operate individually and solve problems that will not create unnecessary personal or professional problems.
30 de May de 2016 in Blog, Career, knowledge, Productivity, Satisfaction
At the time of hiring always comes to the fore those old issues and headaches, as it is essential to maintain the good performance of the company.
We know that in general, at the time to interview, those responsible for the human resources of most companies likely to seek professionals with more experience. However, many times this doesn’t guarantee to be the ideal professional for the job.
And in fact many companies end up systematizing, and being so rigid in their processes that eventually their collaborators get used to live in an authoritarian culture, taking a little of brightness and initiative of them.
Hiring has direct relationship with talent, passion, vision and goals of each person; perhaps to get a broader picture of the candidate, we agree that a passionate person, motivated, willing to learn and do, might contribute and take ownership with greater ease of values and goals of the company.
Analyze these aspects when hiring a person is very important.
We are in a society that tends to hire based on years of experience (which is really valid and should be valued yes), but often worry about ONLY with this aspect can come to prevent the possibility of creating a community of work more competitive and compromised with the organization.
However, the few business culture has been changing, because currently the market need not only for employees, but rather of talents, whether they have a lot of experience or not.
After all, the new models of work (home office for example) require a new approach, which work by objectives and not by time, the appointment beating overtime.
But however, certain specific activities require experience and here comes the question: “who hire”?
Some points that may serve for your company:
What are the physical and mental skills that the job requires?
What are the set goals and how it relates to the rest of the employees or customers?
What training is required of the candidate, what level of preparation is adequate if you need specific knowledge or skills, a certain type of personality or vocational training?
What you prioritize when it comes to recruit its employees? You value talent and passion? You want someone who will help provide a competitive edge, which seeks every day growth or someone eternally operating?
Remember, the true leader, is creator of new leaders. It is time the mentality of a portion of our managers change because so many are losing competent professionals.
03 de May de 2016 in Blog, How to, Productivity, Satisfaction
Customer reviews can be a great benefit to the company and you need to know how to use them.
Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer sees the company.
Your opinion is formed based on purchased goods and services, but also, based on the service / post-sales / support being provided.
When treatment offered meets consumer expectations it is likely to be favorable to the company, but when the quality of service leaves to be desired, certainly will remain critical to all sides.
And the question is: How can companies take advantage of the negative reviews to improve, evolve?
It’s time the companies see customer critical, negative or positive character, as a diagnosis, as precious data that the consumer shares after all, believe it or not your company makes mistakes.
This client-side feedback can be very valuable if you consider and take advantage of it as it should be.
Identify the errors.
Customer opinions must serve primarily to identify errors that the company commits (of service, quality of product and support).
And usually the sector in charge of dealing with these dissatisfactions (both those related to their own work, as in other sectors) is the service area (either support, or SAC) and this is responsible for managing these critical and use them as a metric of improvement.
Identify improvement mechanisms
When the client issues a negative opinion, this is valuable information, because the message between the lines is “Improve, otherwise will lose to the competition,” this means that there is still hope to be able to meet customer expectations and remain in the market in spite of everything.
And often it can also be a sign that there is still hope for that complaining customer, who doesn’t leave the company, but warns upon his criticism
But what should be done? Talk, ask, about the mechanisms of improvement on actions the customer believes that they can optimize the product or service, as regards their expectations, because may be the dissatisfaction of many other customers / users and nothing better than feedback to give that help in time to improve.
After all, who better than our customers to shows us the way to improve quality in our products and service?
06 de April de 2016 in Blog, Help Desk, How to, knowledge, Productivity
Believe me, if you manager of an IT project has not yet had the luck (or misfortune) to cross with someone hard to deal with on a project, do not worry, it’s just a matter of time.
This implies that you will need a lot of patience and strategy to cope with this kind of person in a friendly way (for good design!) Despite the possible obstacles.
But before, a very important notice: do not destroy bridges! Independent of genius difficult of their interlocutors, remember that all the people who collaborate in the project they want the project go well and reach your goal.
However, many times the war of egos can come to lose everything, if in a day you offer unconditional support, in the following may create a genuine turmoil because the progress of work is not being done exactly as they want, etc.
And doesn’t mean that they have changed their goals, they still want the success of the project, just for professional issues or character (or both together) move to the confrontation.
Don’t take this attitude as something personal and remember that business is just business, professional relationship apart. Whatever happens (of course we are not referring to the extreme, with blows, for example), do not burn bridges and dispose of these people just because they seem to be hindering the progress of work.
You must at first find ways to work with them to break the deadlock.
Now that we have this clear, we will focus on the tips (which can save your team).
4 Strategies to deal with difficult people
Identify and observe them carefully.
It must be done continuously, as stated before, if at first it is an active advocate in another moment can become a stone in the shoe.
But if you are attentive to the signs, his comments on the latest state of reviews, for example, you will not be surprised and have time to formulate possible strategies to minimize the influence of this turbulent personality before the team and the project.
Therefore it is very important to ensure that all channels of communication are always kept open to prevent possible negativity.
Listen carefully to what they tell you.
Try to be aware of where proceed negative comments and use of empathy to analyze this point of view, that’s right, put yourself in the person’s place. In this way you may be able to understand their motivations and goals and who knows even adhere to his or her logic (if it really comes to add to the project).
Make a conscious effort to understand the point of view and ask yourself: How much the opposite view affects the project? Is this perhaps another way to accomplish the project will bring no benefits? Among other issues … The idea is to try to find a meeting point.
Meet with the “rebels” one by one.
Try to gather or when possible to talk to the “rebels” individually.
In this way these people do not feel cornered against others involved in the project; it is important to avoid confrontation, avoid asking brusquely why they opposed the way the project was planned or is running.
Ask open ended questions about their opinions and what they think about the project, stage, etc, remember this is a professional relationship, isn’t personal.
Discover their concerns and motivations.
Discover the motives behind the opposition are a great asset. They are concerned that it will exceed the budget? They are concerned with more technical questions of order or personal? Anyway, many may be the reasons and if you achieves success in discovering the reasons guiding this approach therefore might create a strategy so that everyone is satisfied and continue despite difficulties.
If you can manage the people involved in a project effectively, listening to them and satisfying their needs over the course of a project, you can then benefit from the trust placed in you and your methods.
And that goes for everyone, not just for those who create conflicts…
Have you ever had to deal with difficult people in a project? How did you deal with the situation? Think about it!
29 de March de 2016 in Blog, How to, knowledge, Productivity
No matter how much experience you have, when it comes to projects you will often make a mistake, that’s a fact.
In this chat we want to address some bad practices or mistakes that appear in dealing with IT projects. True, there are many others, we can’t cover all these possibilities in a single text but is a warning.
And although we refer to essentially the management of IT projects, nothing prevents also serve for other types of projects.
Incorrect estimate/project planning
A very common mistake depending on many factors not always a solution at hand. For example, a customer with no clear goals, no official specifications, technical inability to set goals too optimistic or risky (surreal delivery times, reduced staff, unfulfilled tasks, zero quality management etc.).
In the case of this item we know that the sky is always the limit.
Bad distribution of roles in the development team.
This error is usually present when assign roles for availability and not competence.
The risk of delegating an inappropriate person for the job increases as higher is the level of responsibility of the same. A person can be excellent in a function or task and bad in others, so stay tuned.
Some simple measure can perhaps reduce this problem, for example to assess the professional profile of your employees carefully, keep in mind that as a project becomes more critical, the greater should be the empowerment of the managers, engineers, analysts, programmers, etc.
Assume instead of prove.
Dealing on the projects you should have maximum certainty. It is a classic fact that many managers when don’t have the information or it is incomplete assume they know. This is more dangerous to decide in uncertainty.
In the case of ignoring the essential factors, inquire them and formalize them. Get specific, realistic and measurable objectives of the project, time to start and delivery, available resources (technologies, budget, and personnel), requirements specification, risk, among others to prevent surprises or not if they occur, are limited.
Plan does not include all those responsible.
At this stage you should include all employees responsible for the project. In the case of missing responsible for the accuracy of the planning will be affected and this may hinder the understanding of the schedule and setting of targets.
This is particularly delicate in the case of directors. So it must have complete description of the roles of each team member in this project, design of the program, its phases, activities and tasks, the resources required for each activity, a good communication plan and risk management and the visible support a the least one of the company managers.
Embrace many tasks at the same time.
Be multitasking is today an advantage, mainly in terms of qualification. However, assume many tasks/projects concurrently can make the lowest performance and turn a brake for the whole team.
But then what should do for that not happen?
Well, in case of proven damage to productivity, reduce projects / tasks open at a 25% -50% (WIP – Work in Progress) is an alternative, you can also (if there is no other way) pause or even shut down some projects / tasks to keep open several that are never completed (question of priorities), using agile methodologies that save time without losing quality finally use quantitative methods of planning and control to enable a better distribution of work.
Lack of communication.
Communication is essential in a project. To establish communication is elemental needs a transmitter, a receiver, a message and a protocol.
The absence of these causes confusion, apathy and disorganization and to avoid this some initiatives are very important, such as planning meetings and most important interactions (so there is no loss of time with endless meetings), establish the standards, protocols and technologies to communicate.
Also ensure that any team member involved in the project meet the planning and means available to it, not rely on the software to implement the project, personal contact is often necessary.
Not knowing how to say no.
A project manager may be able to have all the data and tools needed to develop a good plan, manage it, ensure follow-up and achieve a good product.
However a personal characteristic of yours can place to lose the whole team, which is not able to say no. If a manager says no doesn’t mean that it is negative, saying not means that if recognizes the context, conditions and requirements and what is requested cannot be delivered in a timely manner.
Involves a good knowledge of the project and the team, the capabilities and estimates and what you want, what quality level you want to achieve.
Here we have the application of the previous item carried to the extreme, we refer to use the “no” in excess and not adapt to changes properly.
Many managers follow blindly the initial plan, underestimating communication, ignoring suggestions and criticism, forgetting to oversee the mechanical team and adjust your attitude and the plan to the inevitable changes that arise.
This type of manager will never be leader: little by little will feed the antipathy, fear and apathy of its staff members. Your projects can only be met if you have excess resources or a development team of extreme quality.
Too much macro or micro-management
Control freak, unplanned checks, integration solutions off schedule. These problems are usually quite common for managers without much experience or ignore the current tools of control and integration.
The micro-management is negative for the project and fatal for the whole team: not opens space for the development of the employees and nor for the initiative of these and generates widespread discontent.
These are just some of the mistakes and bad practices common in project management, of course there are many others that are out of this list and do so much damage to the project and the team.
What do you think about the issue? What others practices were left out? Do you agree?
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.
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…
- 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!
- 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.
- 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.
- The selection of team members. Organizations select their members focused on individual skills psychological conditions, etc.
- 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
- 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.
- Quality standards. Teams are required to meet quality standards. For example: an orchestra can’t tune.
- Reliability. It develops over time. In ephemeral teams confidence is often implicit in the professionalism of its members.
- The oath of the team. The agreements score the team’s limits, generate cohesion.
- 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!