AnneSych

In the world of help desk support we focus on ways to make our customers happy, but also of importance is ensuring support team members are satisfied.  In "The One Minute Manager", Ken Blanchard states that people who feel good about themselves produce good results.  It makes sense that satisfied employees are a key contributor to having satisfied customers. Check out this article (you will have to scroll down) to see what makes support staff [...]

Ah the days of the old technical support help desk.  Calls came in, happy technicians resolved issues and tickets were closed…all from within some mysterious location hidden within the building.  The process was adequate, but could be time consuming.  Callers had to make requests during operating hours and often had to wait for an available technician.  Technicians needed to be near their work stations to make notes and find relevant documentation.  The whole process revolved [...]

Last week we talked about the benefits of supercharging your technical support operations with work flow automation.  This week we will take a look at how creating custom portals can reduce inaccurate request submissions and expedite support resolutions. Whether your requests are entered into your technical support software by agents or by end user/ customers, having a “one size fits all” approach can not only create confusion, but vital information can be left off or [...]