An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.
From : Communities>>Ask Your NetworkHello HDI Members, Happy Monday! I hope you all had a wonderful weekend. The below link(s) are the unanswered threads from last week on the "Ask Your Network" community. Do you have input for the people that asked these questions? Do you have expertise on the topics? Please check out the unanswered discussion posts and reply on the original thread if you would like to add your two cents. Unanswered Threads for the week of September 24, 2018: Adobe Engagement / Seed Money Thanks so much to you [More]
From : Communities>>Ask Your NetworkI work for Springfield Public Schools R12 in SW Missouri - our helpdesk supports 35 Elementary schools, 9 MIddle schools, 5 High Schools 5 admin buildings (25,000 students and 4,000 staff). We have 21 dispatch technicians and 4 helpdesk support specialist. We average around 900-1000 calls per week. Our Helpdesk has a First Call Resolution rate of approx 76% and 25% requiring a creation of a work order. Scott ------------------------------ Scott Johnson Lead Help Desk Support Specialist Springfield [More]
From : Communities>>Ask Your NetworkThis message was posted by a user wishing to remain anonymous Any chance anyone integrated Cornerstone learning system with Brainstorm's content?
Too often, quality programs stop at the scorecards. Some organizations become so numbers oriented that the support professionals become focused on “hitting the numbers” instead of restoring service and creating a great customer experience.
You know that a well-functioning support center is more than just responding to contacts and closing tickets. But, to some within your company, that’s all the support center may represent. To show the value, you must provide business-relevant measures and reporting.
The ticket categorization scheme is an opportunity for improvement for most support centers. Unfortunately, many support centers rely on the automated ticket system tool and assume that the tool will automatically classify the issues correctly. But, sadly, this is not the case. Although most ticketing systems do have a built-in scheme for classifying incidents and requests, the table must be set up and tailored to your particular support environment.