Month: August 2016

Ticket Classification Benefits

Help Desk Structure and Effective Policies

August 28, 2016 Wayne 0

There are many factors to consider when you design your help desk structure. These factors include contact channels, hours of operation, language, customer base location, security and many other items. These are the core foundation decisions you make to build your policies and processes on. Help Desk Structure: Policies Managers know that well thought-out job-related policies are important for employees to meet or exceed expectations. Implementing fair and consistent policies related to time away, disciplinary […]

Performance Reporting: Help Desk Metrics

August 21, 2016 Wayne 0

Key performance indicators (KPI) are used for performance reporting to help management understand how the team is performing. It is important to ensure you are capturing accurate performance reporting data to measure, manage and implement continuous improvement efforts. Most of your performance reporting data will come from your phone system, ticketing system, customer surveys and Help Desk audit program scorecards. Performance reporting is not just one snapshot of a point of time but a trend […]

Help Desk Management

Help Desk Organizational Structure for Success

August 13, 2016 Wayne 0

Before you meet your new help desk team, I suggest you understand the help desk organizational structure. Understanding and optimizing the help desk organizational structure is an important critical success factor in achieving team and company goals. The first step is to obtain an organizational chart from your supervisor or the Human Resources department. You should also obtain a staff list, which includes name, job position title, salary, and hire date. With this information, you […]

Customer service complaints: Help desk improvement steps

August 7, 2016 Wayne 0

If you have managed or worked in a help desk for any amount of time, you may have heard of many customer service complaints occurring repeatedly. Many of these issues are not unique and they transcend all industries. The good news is throughout this book we identify the issues and the solutions to fix them. The leading causes of customer service complaints are actually well known but for some reason help desks and call centers […]

Top 10 Help Desk Calls and how to deal with them

August 1, 2016 Wayne 0

What are the top 10 help desk calls received by the help desk from the customers they support? We pulled together the top 10 help desk calls with specific recommendations. While you cannot prepare for every question, there are some industry-standard high volume questions. These questions must be prepared for by documenting the most probable support steps that will resolve the issue. Documentation of the support steps should be placed in the help desk knowledge […]