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DESCRIPTION
Just what is the job of the Help Desk? Successful technical support departments know that simply solving problems isn't enough - good support requries good customer service. Customer Service Skills for Technical Support Professionals will get you thinking of your callers as customers, and show you why skillful customer service is essential not only for you and your Help Desk, but your entire organization.
DESCRIPTION
As a Help Desk practitioner, you need to be involved in your company's Disaster Recovery (DR) plans to make sure your operation is functional during and after a crisis. The Help Desk should play a significant role after a disaster, since, in most organizations, the Help Desk is recognized as the single point of contact for all technical issues. This role is even more important after a disaster, as the number of technical issues affecting large numbers of employees will undoubtedly be greater. The Help Desk can also be part of the post-disaster communication plan, which is so vital to the enterprise.
Disaster Recovery for the Help Desk will address the issues faced by a Help Desk and will outline the key role it plays in formulating a viable disaster recovery plan.
DESCRIPTION
Even though learning to write policies, procedures, and tasks may seem like tedious exercise, once you have mastered these skills, your support center will reap the rewards of becoming more productive by following consistent practices.
DESCRIPTION
What's the difference between escalating and elevating a service request? How does case-based reasoning compare to a decision-tree structure? And how do the terms call, problem, and service request differ?
The Glossary of Support Center and Help Desk Terms is the definitive guide to understanding the unique language of customer service and support. This glossary will help you communicate more effectively with professionals from all corners of the service and support industry.
DESCRIPTION
Should you hire an outside firm to perform some or all of your Help Desk's services? In this step-by-step guide, Dr. Lance Eliot takes the mystery out of outsourcing. He looks beyond the glowing reports and the horror stories, and presents practical guidance to help you decide whether this option is right for your organization, your customers, and your Help Desk.
DESCRIPTION
Companies market their products and services. People market themselves when looking for a job. Promotion, marketing, and crafting the right message are just as important to the future success of your support center. Whether your customers are internal or external, marketing your support organization can help you communicate to the people that matter – senior management, partners, and customers – the real value the support center brings to the table. Marketing your Help Desk explores marketing opportunities for support centers through interactions with management and customers, and discusses balancing customer satisfaction and operating costs.
DESCRIPTION
Even at the height of the boom years of the late 1990s, help desk consolidation was a hot topic, as the following statements illustrate:
• “The clearest trend is help desk consolidation: Nearly 40 to 50 percent of organizations are moving toward a consolidated help desk.”
• “Help desk consolidation means that the various support resources—people, software tools—and processes such as problem resolution and change management, are rearchitected to work together."
• “The consolidation of support services is a strong trend in the support services industry. Motivated by customer demand, the desire to streamline business processes and a mandate to reduce costs, help desks are working diligently to deliver a wider range of value-add services.”
The purpose of this focus book is to provide a support center manager with a basic understanding of the concept of consolidation and to offer one approach to planning and implementing a support center/help desk consolidation. In Techniques for Help Desk and Support Center Consolidation, Robert Last, HDI's Content Manager and resident Expert, discusses the importance of conducting an "as is" assessment of the support center, outlines the basic steps for planning a consolidation and provides a template for building a consolidation plan, and identifies techniques that can be used to determine if the consolidation plan is ready to be implemented.
DESCRIPTION
A benchmarking program gives your help desk the opportunity to add value to your organization by supporting its continuous improvement process. Jerry Mirelli, an IT and business management consultant, presents a concise introduction to this growing management discipline. In The Help Desk Contribution to Corporate Benchmarking, you'll see why smart companies benchmark and you'll gain an understanding of how the process can help your support center evolve beyond problem solving to become an essential monitor of corporate success.
DESCRIPTION
A good program of performance measurement is an essential management tool. A poor one does more harm than good. How can you tell the difference? In Using Service Goals and Metrics to Improve Help Desk Performance, support center consultant Mark Ellis shows you how to build a world-class measurement program by focusing on specific service goals and metrics. You'll learn how to select goals and metrics that will keep your support center on a path of continual improvement.
With more than 40 000 visitors each year and 1500 exhibitors, the French Pollutec Fair is the biggest annual meeting place on environmental technologies in France.
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