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Frontlines Technical Support Conference September 25-27, 2000 Tutorial Don't Just Capture Metrics and Measures- Use Them to Make a Difference Rae Ann Bruno Goal: Preventing 10% of problems is as important as solving 80% of problems. What are you currently measuring: Abandon rate, Average Speed answered, first call resolution Total Service events handled: by application/system by severity classification by assignment group Responsiveness, Resolution time, average call duration, analyst availability, peak call times, call volume, average time in queue, average number of calls/analyst Trending Root Cause Use customer focus groups, customer surveys, call users Opening Keynote Networking for Nerds: The Secret of Top High Tech Professionals Carolyn Long Star performers use initiative and networking. They connect with other people. Soft Networking: collection of interpersonal and communication skills that enable people to connect with others to easily develop rapport quickly and comfortably and build enduring relationships that generate mutually beneficial relationships. Who are you and what do you do? What should your business card say? Encourage the unwilling to help the uninformed A doctor who fixes your PC's booboo's I help genius's and Ph'D's how to click OK I mange the techie nerds on the frontlines
Sessions Fly and Soar Into Customer Service Excellence Kate Nasser Don't Do That! Malcolm Fry Compiled a list of Things that upset the customer Compiled a list of Things that upset the front line Compiled a list of Things that vife the Frontline a good/bad Image The Leadership Role of the Help Desk Manager Pete McGarahan Managing vs. Leadership Reactive vs. Strategic driven Don't be the bottleneck Empower the frontline What value are we providing back to the organization? Go past "this is my job", to "this is my heart" Realize there is a difference between helping people and pleasing people Shouldn't have to babysit Ten Essentials of a Successful Help Desk: Front office/command control center, first call resolution, network management tools, training, vendor management, marketing the help desk, staffing, change management, customer focus, needs analysis Identify skill sets needed for the business. Hire a "blend" of skills that will strengthen the organization. E>Support? Internet based tools and services that deliver customer care for any client anywhere at any time. Telephone support throught CTI, email support, web chat, web based case access, self-help with online knowledge base, self-healing What does it provide: Improved service level, lower TCO, improves customer perception, personalizes, increases first contact resolution, rreduceces call-backs, status calls, and repeat calls, broadens the problem types handled by the frontlines
Implementing a World Class Help Desk Pete McGarahan What is it? Share the vision. Prepare a roadmap. The role of a help desk is not problem solving. You are supporting the business - a knowledge center. Are you setup for success in supporting non-standard sftw/equipment Typical support: 1 helpdesk to 150 users 1 staff to 35 laptop users Create a 7-10 slide powerpoint presentation on who you are Mission statement, services provided, staff, stats, sop, standards list, training schedule, etc. HIT (high impact training) 80% of call volume is 20% of your call types Reactive or Proactive Support Center - Which are you? Char LaBounty Tactical of Strategic? Things that you do to get through the day vs. notions, visions, ideas Root Cause Analysis - Looking for the root of the problem and then solving the problem instead of repreatedly fixing the sympton. Practicing Call Avoidance - A method of solving problems, answering questions, and routing requests without using the traditional format of a live analyst answering the telephone.
Should I Log the Service Event of Resolve It? David Ruiz Log 100% of the calls. Otherwise you can't perform root cause analysis, impact studies, staffing requirements, etc. Managing Stess: It's an Attitude Susan Chamberlain Stress is just a word. Influence vs Concern. In the larger circle we have little control with some concerns, so use your influence on the smaller circle that we can control. Language drives our behaviors. Closing Keynote 2000 Years of Technical Support George Spalding Mission of Support: Keep the customer functional. Maintain and increase the productivity of the users we serve. Problem Funnel [……Sales Promises.……] [..Customer Expectations..] IT Purchasing SW/HW IT SW Development IT Documentation IT Training Support Can't say 'Yes" to everything and survive, unless 'X' is in the budget Training: teach them to do their job with a tool.
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