28 de August de 2012 in Blog, Productivity
Your tickets can have a come from any angle, from a simple question to a complex problem. Your customers may ask about a particular product feature, or may have questions about sales.
It’s important that your tickets are all sorted so they can be routed to the correct department.
This would easily generate reports showing which areas of your business are generating the greatest numbers of tickets (and therefore in need of greater attention).
29 de March de 2012 in Blog, How to, Productivity
You should ask yourself, what is needed to have a fantastic technical support department, right? The best technical support departments emphasize the focus on the following factors to ensure user satisfaction, reputation for excellent customer service, and agents motivated and available.
1st. People. The best support departments hire the right people . They hire staff with technical expertise and a friendly attitude with the customers. While technical knowledge can be provided for an agent with skill, it’s almost impossible to reprogram a negative attitude.
2nd. Practices. An efficient and effective support technician has fantastic and thoughtful ways to meet the customer’s needs. By following the best practices that the department stipulates, the team sets the standard for services and strategies needed to deliver a fantastic technical support.
3rd. Tools. The most efficient and effective technical support staff uses appropriate tools and technologies to meet customers’ needs on the help desk. The more focused the software and hardware used to meet the needs of support, more productive support team will be. A robust software package is valuable when used in its entirety. The purchased hardware to support the software is valuable when their features enable user productivity.
4th. Management. The best technical support managers are not necessarily the best technical people to handle customer calls. The best managers are those who can do “coaching” with the agents, providing feedback that helps them grow as professionals. Besides increasing the productivity of the help desk, the most successful managers of technical support teams are those able to represent and negotiate the issues raised by end users with the company’s board.
5th. Training. To be motivated and well prepared, the technical support service agents must receive continuous training to stay current on technical issues and best practices on customer service. Best attendants get mad when they realize that they are not having learning opportunities to upgrade their skills as attendants. The training offered by the company can be in person or online, it does not matter, the important thing is to establish a procedure of training for attendants.
17 de May de 2011 in Blog, ITIL, Productivity
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers.
The model defines an ITIL Service Catalog – as a “written statement of all available IT services, supply levels and patterns of their options,” in which a service is defined as “one or more IT systems that enable a business process.”
Several authors make the analogy of the service catalog with a restaurant menu. In a restaurant menu, you will notice that the organization is provided by the establishment. You will notice that there is a section of beverages, meats, pasta and desserts. Within each section, there will be various items, prices and other conditions that define the supply and delivery of the service to be “bought”. Thus it avoids unpleasant surprises regarding the service chosen, either on the user / client side or service provider, since “supply conditions” are clearly defined.
There are a number of advantages when implementing a service catalog (I’ll talk about the advantages and how to create the service catalog in coming posts). The service catalog can be a printed document, a shared spreadsheet network, help desk software with this feature, a web page, among others. More important than the form of display of your service catalog is the adaptation to the challenges and needs of your organization enabling the management level of services.
The service catalog is not a final document, static or unchanging. It is a document that should be reviewed periodically and modified according to the characteristics of your business. There are a number of models of service catalogs found in the internet, some more complex and more simple. Which is the best? The best is the one that is more cohesive and more easily adapts to your business.
For companies that want to implement service level management according to ITIL best practices, I recommend the use of catalog services.
25 de April de 2011 in Blog, Productivity
In many help desk and service desk environments, especially in small businesses, it’s common not to have any documentation regarding the technical procedures, solutions used to solve certain problems and even control of incidents and requests made in the internal organization. Everything stays in the technician’s head, from remembering a certain service provided to a specific incident and which are still pending requests. I agree, it’s a lot to think about and organize, especially considering that problems generally occur simultaneously across many users . Due to a normal stage of evolution, the help desk will need other practices to better meet the business and its users.
The first step for those who have nothing, I recommend that all requests and incidents are documented in your company (Download the IT incident spreadsheet for free by clicking here). With the technical documentation you will not forget any incidents, define the urgency for each incident and you can still organize presetting dates for completion of the incidents and requests.
The benefits don’t stop just there, with the data recorded, the technician will have hands on valuable information for analysis, such as: the categories with the highest failure rates, which are the departments that require more services, number of requests performed in a given period. With data in hand, any decision of strategic nature will be much easier to take.