This article discusses implementing total contact ownership (TCO) to improve customer satisfaction and service maturity. TCO holds the service desk accountable for resolving issues on the first contact, collecting all necessary information, providing status updates, and validating customer satisfaction before closing a ticket. The service desk works with assignment groups to ensure they have what they need to meet SLAs. Implementing TCO and clarifying roles and responsibilities through a RACI matrix can improve service quality, efficiency, and reduce customer frustration. Benefits include higher customer satisfaction, better SLA adherence, and reduced support costs through fewer repeat issues. TCO requires commitment from all stakeholders to keep the customer top of mind throughout the service lifecycle.
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
The human capital management market is in a constant state of flux. Not only are there new entrants all the time, but changes in the HR function and shifting expectations make it harder to simply be reactive. HR buyers now demand that HCM providers become proactive, and solutions have to reflect that new normal.
Brandon Hall Group and The Starr Conspiracy have teamed up to deliver key insights into this evolving market.
Download the paper today to get insight into all of the trends you need to know about to stay competitive in this ever-changing market.
http://campaigns.thestarrconspiracy.com/state-of-hcm/
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit: https://www.microsoft.com/en-ie/dynamics
Service Delivery: When is the Right Time to Deploy Your AIAggregage
There’s no mistake about it: AI is on the rise. 70% of business decision-makers, information management professionals, and IT experts say that employees focus on more meaningful work with AI compared to those without it. The big buzz is around Artificial Intelligence, and how it can help information management and IT service delivery teams crush their goals. Decision-makers have been experimenting with Artificial Intelligence in smaller groups and have started adopting AI into mainstream environments in their organizations.
You may have this question in your mind - ‘Is this the right time for deploying AI?' Join our experts for this insightful webinar where members from our team will also be available to answer your questions so you can walk away feeling confident in how AI & automation can empower your organization’s service management overall.
During this webinar you will learn how:
• Service management is meeting up with present requirements and helping us look into the future
• Service delivery is supporting the current crisis and identifying opportunities for future improvement
• Top key considerations are easing digital transformation with AI
Customers in information management and IT that have used AI for their success
View this webinars page here: https://bit.ly/2Xiamma !
Managing a professional services firm is hard work. Firm leaders must juggle marketing, business development, client service, staff recruiting, development and retention to a successful outcome for everyone involved. There is one thing that
firm leaders must feel comfortable with that links all of these firm management initiatives together — technology.
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
The human capital management market is in a constant state of flux. Not only are there new entrants all the time, but changes in the HR function and shifting expectations make it harder to simply be reactive. HR buyers now demand that HCM providers become proactive, and solutions have to reflect that new normal.
Brandon Hall Group and The Starr Conspiracy have teamed up to deliver key insights into this evolving market.
Download the paper today to get insight into all of the trends you need to know about to stay competitive in this ever-changing market.
http://campaigns.thestarrconspiracy.com/state-of-hcm/
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit: https://www.microsoft.com/en-ie/dynamics
Service Delivery: When is the Right Time to Deploy Your AIAggregage
There’s no mistake about it: AI is on the rise. 70% of business decision-makers, information management professionals, and IT experts say that employees focus on more meaningful work with AI compared to those without it. The big buzz is around Artificial Intelligence, and how it can help information management and IT service delivery teams crush their goals. Decision-makers have been experimenting with Artificial Intelligence in smaller groups and have started adopting AI into mainstream environments in their organizations.
You may have this question in your mind - ‘Is this the right time for deploying AI?' Join our experts for this insightful webinar where members from our team will also be available to answer your questions so you can walk away feeling confident in how AI & automation can empower your organization’s service management overall.
During this webinar you will learn how:
• Service management is meeting up with present requirements and helping us look into the future
• Service delivery is supporting the current crisis and identifying opportunities for future improvement
• Top key considerations are easing digital transformation with AI
Customers in information management and IT that have used AI for their success
View this webinars page here: https://bit.ly/2Xiamma !
Managing a professional services firm is hard work. Firm leaders must juggle marketing, business development, client service, staff recruiting, development and retention to a successful outcome for everyone involved. There is one thing that
firm leaders must feel comfortable with that links all of these firm management initiatives together — technology.
How to Reach Peak Performance With the Product Management Organizational Heal...Aggregage
The degree of maturity of your product management organization can directly drive your ability to satisfy customers and become more profitable. Our Product Management Organizational Health Checklist and on-demand webinar can help.
Just as Amazon changed how we buy things and
Netflix transformed how we consume videos,
companies like AirBnB and Uber have shaken up the
hotel and transportation industries. With new disruptive
technologies, products, services and business models
being introduced almost daily, CIOs need to take charge
of their organization’s response now to secure long-term
business success.
A number of Scandinavia’s top IT leaders met at the Grand Hôtel in Stockholm on the 7th of November for a private roundtable dinner hosted by Financial Times columnist and digital strategist Ade McCormack. This report summarises the major discussion points.
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
The financial services industry has never had a better opportunity to embrace a customer-centric approach to doing business. Raising the bar for customer experience can create clear competitive advantages, and a responsive digital channel offering is essential. Here, insiders from the banking industry, the insurance sector and HCL Technologies’ customer experience management principal discuss the challenges of remaining agile in the digital space.
http://www.hcltech.com/financial-services/cxstudio
9 Considerations Before You License a New ITSM SolutionCherwell Software
In a crowded market of IT service management solutions, it can be easy to find a solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft costs of a potential solution. Getting clear answers from potential vendors to the following questions is critical in controlling your total cost of ownership.
Presentation by Nirvesh Sooful on the topic of “The Emerging Role of the CIO: Leader or Technologist, Visionary or Implementer, Maverick or Collaborator” at the 2nd Annual CIO Challenge 2007 on 14&15 November 2007 at The Park Hyatt in Johannesburg. The conference was co-hosted with Deloitte.
CEO Best Practices for Information Technology - Bruce McCullough, CIO AdvisoryBruce McCullough
I've been fortunate in my career to have direct exposure to successful CEOs through CIO consulting advisory, speaking to CEO peer groups such as Vistage and Renaissance Forums, participating in prestigious CEO summits, serving as a member of executive steering committees, as a certified corporate director and as a former member of the National Association of Corporate Directors (NACD).
For most CEOs that have come up through the CFO and COO ranks, IT can be viewed as an overly complex, hard to understand cost only center. IT is incredibly complex to lead and technology continues to change at a dizzying pace. IT can sometimes be seen as an inhibitor and not a partner that drives innovation for top line results while improving processes and that positively impact the bottom line.
I've noticed some common IT management problems that occur for CEOs that can be easily addressed through the use of best practices. I can't cover all the best practices in this article but I can highlight some key observations based upon my experience reporting to and collaborating with CEOs.
- Bruce McCullough, CIO Advisory
Time to join the revolution: Agile change in financial servicesAccenture Insurance
Agile change has always been a priority for financial services organizations. However, in today’s rapidly evolving digital world, it is now clear that they must make it a critical capability to survive and thrive. Applying agile end-to-end business change increases the speed to benefit, and impacts every aspect of a business from customers and employees to organization and processes. Making change their core competence will help FS firms find new ways of serving customers and creating value. This report spells out what is needed to succeed with agile, and proposes five culture-related steps FS firms can take to improve their organization agility
“Arise, ye service leader! The time is now!”
In the last issue of SupportWorld, Peter J. McGarahan
exhorted support center executives to embrace service
leadership. Service leadership, he argues, comes
down to leadership, customer advocacy, business
savvy, a “get it done” attitude, and an ambassadorial
spirit. In this article, he focuses on the role of the
service leader on the help desk, with specific
guidance relating to delegating, reporting, marketing,
trategizing, and training.
How to Reach Peak Performance With the Product Management Organizational Heal...Aggregage
The degree of maturity of your product management organization can directly drive your ability to satisfy customers and become more profitable. Our Product Management Organizational Health Checklist and on-demand webinar can help.
Just as Amazon changed how we buy things and
Netflix transformed how we consume videos,
companies like AirBnB and Uber have shaken up the
hotel and transportation industries. With new disruptive
technologies, products, services and business models
being introduced almost daily, CIOs need to take charge
of their organization’s response now to secure long-term
business success.
A number of Scandinavia’s top IT leaders met at the Grand Hôtel in Stockholm on the 7th of November for a private roundtable dinner hosted by Financial Times columnist and digital strategist Ade McCormack. This report summarises the major discussion points.
Coping and Leading the Change Rapid and breathtaking technology advances are forcing radical changes in how IT delivers serviced, the Service Desk supports these services and the business utilizes these services. "If you don't like change, you'll like irrelevance even less" stated four-star US General (Ret.) Eric Shineski reflecting on the consequences of not embracing change. This session explores the impact of rapidly changing technology and business trends on the Service Desk strategy, structure, services, processes, tools and most importantly – the Service Desk professionals. In coping with this accelerated change, Service Desk leaders must take action now. McGarahan will share lessons learned from Service Desks who are incorporating practices in supporting mobility, social knowledge, multi-generational and cultural customers, virtual and cloud computing and the change in service level expectations. Please join Peter McGarahan he relates insights into:
• The urgent and undeniable need for Service Desk leaders to assess their current strategy, structure, services and skills against the current realities of business and technology advances.
• Recent game-changing developments, including virtual and cloud computing (hosted services and software solutions) mobile computing, strategic sourcing, and remote / virtual workers.
• The resulting impact in designing services with the customer top-of-mind, delivering resolution closest to the customer and knowledge at the ‘speed of conversation’ by integrating best practices with the tools, people, and existing processes.
The financial services industry has never had a better opportunity to embrace a customer-centric approach to doing business. Raising the bar for customer experience can create clear competitive advantages, and a responsive digital channel offering is essential. Here, insiders from the banking industry, the insurance sector and HCL Technologies’ customer experience management principal discuss the challenges of remaining agile in the digital space.
http://www.hcltech.com/financial-services/cxstudio
9 Considerations Before You License a New ITSM SolutionCherwell Software
In a crowded market of IT service management solutions, it can be easy to find a solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft costs of a potential solution. Getting clear answers from potential vendors to the following questions is critical in controlling your total cost of ownership.
Presentation by Nirvesh Sooful on the topic of “The Emerging Role of the CIO: Leader or Technologist, Visionary or Implementer, Maverick or Collaborator” at the 2nd Annual CIO Challenge 2007 on 14&15 November 2007 at The Park Hyatt in Johannesburg. The conference was co-hosted with Deloitte.
CEO Best Practices for Information Technology - Bruce McCullough, CIO AdvisoryBruce McCullough
I've been fortunate in my career to have direct exposure to successful CEOs through CIO consulting advisory, speaking to CEO peer groups such as Vistage and Renaissance Forums, participating in prestigious CEO summits, serving as a member of executive steering committees, as a certified corporate director and as a former member of the National Association of Corporate Directors (NACD).
For most CEOs that have come up through the CFO and COO ranks, IT can be viewed as an overly complex, hard to understand cost only center. IT is incredibly complex to lead and technology continues to change at a dizzying pace. IT can sometimes be seen as an inhibitor and not a partner that drives innovation for top line results while improving processes and that positively impact the bottom line.
I've noticed some common IT management problems that occur for CEOs that can be easily addressed through the use of best practices. I can't cover all the best practices in this article but I can highlight some key observations based upon my experience reporting to and collaborating with CEOs.
- Bruce McCullough, CIO Advisory
Time to join the revolution: Agile change in financial servicesAccenture Insurance
Agile change has always been a priority for financial services organizations. However, in today’s rapidly evolving digital world, it is now clear that they must make it a critical capability to survive and thrive. Applying agile end-to-end business change increases the speed to benefit, and impacts every aspect of a business from customers and employees to organization and processes. Making change their core competence will help FS firms find new ways of serving customers and creating value. This report spells out what is needed to succeed with agile, and proposes five culture-related steps FS firms can take to improve their organization agility
“Arise, ye service leader! The time is now!”
In the last issue of SupportWorld, Peter J. McGarahan
exhorted support center executives to embrace service
leadership. Service leadership, he argues, comes
down to leadership, customer advocacy, business
savvy, a “get it done” attitude, and an ambassadorial
spirit. In this article, he focuses on the role of the
service leader on the help desk, with specific
guidance relating to delegating, reporting, marketing,
trategizing, and training.
The success of implementing technology and dealing business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality support becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations. Peter McGarahan, a support industry analyst and expert, will share his experiences and thought leadership on successfully implementing KM to support and enable technology and business change across the enterprise. Peter will provide lessons learned and recommended practices from his Service Delivery and Knowledge Management (KM) consulting experience that will change your perspective on how to do Knowledge right! Attendees will gain valuable insights into the following aspects of the topic:
• How Service leaders can best position and leverage knowledge for any technology and business change
• How to best approach planning for your next enterprise technology and business rollout with the end-result in mind
• Assessing your organizational maturity, identifying and addressing the gaps in performance to deliver a consistently better customer experience for customers and employees
• Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests
The Benefits of Predictive and Proactive Support for an Enterprise Data HubCloudera, Inc.
Your data is a strategic asset, and the benefits of your Hadoop deployment hinge on uptime, reliability, and expert guidance. Companies that have a specific plan with clear success criteria, benchmarks, and production goals are able to get the most from their journey to enterprise data hub (EDH), starting on day one. By leveraging insights from a proactive study of tens of thousands of nodes under subscription, Cloudera Enterprise customers can even minimize downstream issues before they occur.
Learn how Cloudera:
- Helps eliminate known issues and avoid common cluster misconfigurations
- Guides better utilization of the EDH according to comparative analysis
- Ensures enterprises optimize support resources for faster issue resolution
Becoming Customer Centric: A Business and IT RoadmapPlus Consulting
The rapid rise of global competition, combined with the adoption of Internet-based communications and cloud processing power, has created a state of hypercompetition across most industries. The antidote? Become customer centric. Here's a brief business and IT roadmap to make it happen.
Every month we “shine a light” on one Shared Intelligence member, by asking them a series of questions in order to share their background, insight and experiences with the Shared Intelligence community.
This month meet with Michael Koh, Head of Procurement, Asia Pacific at T-Systems.
For more information, please visit www.sharedintelligence.com.
The future of customer support is AI-driven automation. Soon, we’ll interact conversationally with bots that know who we are and how to fix our problem right the first time. Soon, the capabilities of virtual agents will far exceed those of today’s best humans. We’ll receive support that is more reliable than friends, more accurate than social media, and less frustrating than waiting on hold.
In this session, we’ll discuss how artificial intelligence is impacting IT. We’ll cover research trends, technical challenges, and the cultural implications of AI-driven automation. We’ll also discuss how AI and natural language processing (NLP) can be used to improve KPIs like MTTR, FCR, cost per ticket, and customer satisfaction.
You'll leave better informed, less frightened, and armed with actionable advice to help you spearhead your team's vision for the future of IT.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Course5 Intelligence has developed and deployed across its key clients a sophisticated AI solution that allows you to view all your Customer Experience drivers in a clean, interactive interface.
White paper I developed on best practices when selecting an HR technology product suite. Includes an amazing checklist to help those in the market for a new human resources suite tech product.
Accelerating Your Digital Transformation Journey with IT Staff AugmentationTruefirms
In today's rapidly changing digital market, businesses continually search for ways to remain ahead of the competition and encourage creativity. IT staff augmentation has become a very common method. But what does augmentation of the IT staff actually mean? In simple terms, it refers to the process of augmenting your own IT staff by temporarily employing outside experts in the field.
For companies that need to increase their IT capabilities quickly but don't want to make the costly investment of hiring full-time employees, IT staff augmentation services offer a flexible answer. Businesses can access a huge talent and resource pool to help their efforts to transform themselves by using the skills and knowledge of outside experts.
Similar to Playing for keeps finding service maturity with total contact ownership (20)
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
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RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
3. 46 Rewards and Recognition:
Reestablishing the Connection – Phil Gerbyshak
25 THE Human
Factor ISSUE
Customer Experience: What Is It and Why Is
It Important? – Roy Atkinson
09 THE DALY
INTERVIEW: C-SUITE
PERSPECTIVES
Customer-Centric Support: The Key to
Customer Loyalty – Cinda Daly, with
Elizabeth Cholawsky and Scott Thompson
12 KNOWLEDGE
MANAGEMENT
Bridging the Gap: A Service Lifecycle
Approach to Implementing Knowledge
Management – Paul Dooley
16 STRATEGY
Making Your Service Desk
Lean – Rebecca Duray and
Howard Williams 48 ITSM
You Must Have a Service Catalog
– Stephen Mann
REGULAR FEATURES 04 Hot Links
20 Ask the Expert
51 Tech Trends
53 Community News
CONTENTS
06 RESEARCH
Staffing Studies: Salaries, Stats, and Skills—
Oh My! – Jenny Rains
36 Flip Your Training: Classroom
Technology for Twenty-First Century
Businesses – Mark Fitzgerald
22
Playing for Keeps: Finding Service
Maturity with Total Contact
Ownership – Pete McGarahan
39 Workforce Management:
Underutilized Metrics for Success – Fancy Mills
32 You Can Do It! A Framework for
Effective Coaching – Mia Melanson
5. 5www.ThinkHDI.com | A Professional Journal for the Technical Service and Support Community
Please send us your comments and questions
regarding SupportWorld. Letters to the editor should be
sent to editor@ThinkHDI.com or by mail to:
121 South Tejon Street, Suite 1100
Colorado Springs, CO • 80903
We reserve the right to edit all submissions.
PHoto> Mountain Waterfall,
Colorado Springs, Colorado
Letter from the Director
Dear SupportWorld Readers,
Since releasing “The War for Talent”
research report last year, we’ve been
tracking the progress of several forces that
are changing our industry: evolving roles
and responsibilities, blended support
structures, difficulty finding properly
skilled professionals for today’s projects,
and new skillset requirements for the
future. Alongside those changes—perhaps
the underlying driver for these changes—
has been a renewed focus on both internal
and external customers. Consider these
recent findings from HDI research:
• Eighty-eight percent of industry leaders believe that a passion
for supporting customers will be the top competency for
technical support organizations of the future.
• Companies that provide the top five most desired perks
experience 13 percent less turnover than companies that do not.
• Eighty-six percent of companies cite customer demands/
expectations as the primary reason for offering multiple contact
channels, with 81 percent citing improved customer experience.
• Of the organizations that reported a decrease in desktop support
tickets in 2013, more than 37 percent indicated that the use of
remote support tools was a significant factor.
• Of the many hats technical support professionals will wear in
the future, customer advocate and customer productivity
enabler top the list by a wide margin.
The juxtaposition of talent retention, employee satisfaction,
evolving support channels, and customer advocacy is no
accident. The role of technical support is changing rapidly, and
technical support organizations face mounting pressure to deliver
measurable value to the business while dealing with game-
changing technological shifts, like mobility and virtualization.
With this dynamic landscape in view, this issue focuses on the
human factors of technical support. In the cover story, Pete
McGarahan proposes a new solution for total contact ownership.
In the Daly Interview, I sit down with Citrix’s Elizabeth Cholawsky
and Scott Thompson to discuss customer-centric support.
Then, building off of Julie Mohr’s recent article on the customer
experience, Roy Atkinson uses a plausible scenario to explain why
managing the customer experience is so important. Mia Melanson
provides insights into coaching, while Fancy Mills trains the
spotlight on the most important workforce management metrics.
Meanwhile, Mark Fitzgerald explains how public institutions
and private organizations alike can take advantage of the latest
classroom technology innovations. Finally, Phil Gerbyshak outlines
a four-step process for creating a rewards and recognition program
that is meaningful, unique, specific, and timely.
Remember, Customer Service Week is just around the corner.
Take time to celebrate your customer support teams, replenish
your spirits, and renew your commitment to the customer. As
always, we welcome your feedback. Please send your comments
and suggestions to Editor@ThinkHDI.com.
Kind regards,
Cinda Daly
Director of Content
6. SupportWorld | September / October 201322
analysts and technicians, I asked if anyone had taken responsibility
for contacting their customers to make sure the solution had
worked and that they were satisfied with the results. Their blank
looks answered my question. But this simple act would have
resulted in a satisfied customer and a whole lot less aggravation
and effort!
The Total Contact Ownership Solution
I proposed that we create accountabilities around delivering status
updates and validating customer satisfaction with the resolution/
fulfillment before closing the ticket. The service desk would also
be accountable for:
• Resolving the issue/request on the first contact, if appropriate
• Collecting all of the required information, per a checklist
supplied by assignment/subject matter expert (SME) groups
• Troubleshooting and diagnosing, as directed by
assignment/SME groups
• Performing quality ticket documentation, according to
defined standards/templates
• Completing the assignment in an accurate and timely
When I noticed an increase in our customers’
frustration with our ticket-closure process (via survey
feedback), it was enough for me to feel it warranted
further investigation. So I began with a review of
our incident management and request management
process flow and ITSM tool to see if I could isolate
the failure point. Our tool’s detailed, integrated, and
automated ITIL processes were nearly flawless in
design and execution—but not perfect. Because the
processes were designed from the inside out (IT to
customer), our definition of “closed” didn’t align
with our customers’ expectations. According to our
customers’ survey comments, we were closing their
tickets before their issues or requests were resolved
or fulfilled to their satisfaction.
In following up with some of our customers, it became clear that
they expected the service desk or the analyst/technician assigned
to their ticket to reach out via phone, email, or instant message
as a courtesy before closing their ticket. In my follow-up with my
Playing
for Keeps:
Finding
Service
Maturity
with Total
Contact
Ownership
By Pete McGarahan
7. 23
manner, in accordance with the service level agreement (SLA)
• Managing the SLA and providing the customer with status
updates
• Working with the responsible assignment groups to make
sure they have everything they need to resolve and fulfill the
customer’s issue or request, in accordance with the SLA
Ideally, the assignment group would have all the information it
needed, based on their supplied template or data requirements, to
resolve the issue or fulfill the request within the specified SLA times
(as defined in the priority matrix). If not, the SME responsible for
the resolution and fulfillment could make the decision to contact
the customer either to negotiate a completion date based on
impact and urgency or to obtain further information that might
lead to the ultimate resolution or fulfillment of the customer’s issue
or request. Either way, the customer’s productivity and satisfaction
was to be our primary focus. If the service desk or the assignment
group (or both) fail to manage this process, then IT as a whole
will have failed the business in one of its primary responsibilities:
adhering to agreed-upon service level commitments.
In the industry, this practice of validating a customer’s satisfaction
with a resolution is known as total contact ownership (TCO).
The Supporting Culture: TCO and RACI
In today’s rapidly changing business and technology environment,
customers want their IT organizations to be accountable. Building
a service culture around ownership and accountability should be
the top priority for all service leaders.
TCO aligns perfectly with the RACI (responsible, accountable,
consulted, and informed) matrix, which provides all stakeholders
with a step-by-step picture of who does what and when they
should do it. If you implement a RACI matrix, you’ll immediately
see noticeable and measurable improvements in service quality,
efficiency, and customer satisfaction. Quality of work will also
improve once you clarify and communicate your team members’
roles and responsibilities. By holding team members accountable,
measuring their performance, and recognizing consistent and
outstanding service, you will create an empowered, engaged, and
quality- and customer-driven culture, one that’s primed and ready
for TCO.
Realized Benefits
The primary reasons for implementing TCO are targeted at “doing
it right the first time” versus “doing it over and over again”:
• Ensuring a consistent, high level of customer satisfaction
(CSAT)
• Improving SLA adherence
• Reducing effort around status updates, management
escalations, customer contacts, etc.
Your customers want to know that IT understands the business
impact and urgency of their issues and empathizes with them.
They don’t want to be victims of the dreaded “black hole
syndrome,” where, after their initial contact fails to yield a
resolution, they never hear back from the service desk. This leaves
them wondering whether anyone has been assigned their issue,
whether the analysts/technicians have the information they need
to resolve the issue, or whether the analysts/technicians have the
skills and expertise required to resolve the issue at all. They wait to
hear back from someone, anyone, just to plan their day and make
arrangements to be at least somewhat productive.
The SLA clock should stop when a ticket’s status is changed
to resolved (incidents) and fulfilled (service requests). Closed
is merely an IT administrative function that officially takes the
incident or service request out of the SLA queue. Disciplined
adherence to the TCO process positions technical service and
support organizations to continuously improve and realize several
long-term benefits:
• Reducing support costs by focusing on providing quality
resolutions the first time (delivering FCR while minimizing
call-backs and reopens)
• Increasing FCR on repetitive issues by having the analyst
who opened the ticket preview the resolution field and
knowledge base article
• Improving service consistency by including an audit trail
(quality assurance/quality review) for every ticket where
the customer was contacted before closure
• Improving the problem management process by providing
details that enable analysts/technicians to quickly identify
root causes and solutions
• Improving the quality of ticket documentation
• Improving service delivery by making it seamless and
transparent while building better relationships between
the service desk and assignment groups
• Increasing employee engagement, empowerment, and
job satisfaction
You Answer It, You Own It
Before you can successfully implement TCO, you will need all
stakeholders—especially the service desk and assignment groups—
to commit to building relationships with each other and with
customers. As discussed earlier, the service desk and assignment
groups must keep the customer in mind when they’re designing
the integrated incident management and request management
process TCO requires. To provide a customer-validated resolution
and fulfillment, the service desk and all assignment groups must
work together seamlessly and transparently on successfully
completing all activities/tasks related to the process (per the RACI
matrix), ensuring that all relevant information is collected during
the first customer contact, setting the customer’s expectation, and
providing regular status updates.
According to TCO, the first responder to the customer’s initial
contact is the designated owner of the customer’s issue or request
until it has been resolved or fulfilled to the customer’s satisfaction.
This means the analyst must:
www.ThinkHDI.com | A Professional Journal for the Technical Service and Support Community
8. SupportWorld | September / October 201324
• Greet the customer in a friendly and professional manner
• Work through the process of gathering the required
information
• Troubleshoot and diagnose using remote control (if
necessary) or by instant messaging available SMEs
• Document symptoms, error messages, and troubleshooting
results in the ticket
• Search the knowledge base
• Validate resolution or fulfillment before closing the ticket
OR assign the ticket to the group responsible for handling
resolution or fulfillment
• Provide status updates until the issue is resolved to the
customer’s satisfaction (if unresolved)
But it’s not all up to your analysts. For your TCO initiative to be
successful, your stakeholders must collaborate, communicate, and
cooperate to:
• Educate and train the technical service and
support organization on why TCO and RACI are
so important
• Create standard support narratives that include
the integrated TCO, incident management,
request management, RACI-driven activities,
and customer service practices
• Gather all information with the intent to resolve
on first contact
• Assign tickets accurately
• Minimize customer contacts
• Provide regular status updates
• Work towards SLA adherence
• Verify that the customer is satisfied with the
resolution/fulfillment
• Close tickets upon receiving customer approval
OR if the customer doesn’t respond in an
established timeframe
• Streamline incident management, request
management, and TCO processes
• Integrate and automate all workflows into the ITSM tool
About the Author
Pete McGarahan, senior IT director at First
American Financial Corporation, is a thirty-year
veteran of IT and business. He’s been blessed
with great career opportunities, experiences,
and acquaintances, and he enjoys sharing the
lessons he’s learned in his published writing
and his speaking engagements. If you have
any questions about TCO, Pete can reached at
pmcgarahan@firstam.com.
• Operationalize Knowledge-Centered Support (KCS) and
incorporate UFFA (use it, flag it, fix it, add it) into the
incident management process
• Ensure SLA responses and resolution metrics
are captured
• Measure assignment accuracy
• Monitor customer contacts for status updates
and information gathering
• Communicate with the customer
• Determine how best to communicate with customers
throughout the incident and request management
processes, especially as relates to assignment, response,
resolution, survey, validation, and approval to close
• Implement new performance metrics
• Update analyst and team metrics to include metrics
that support TCO
• Follow up on customer satisfaction
• Create a CSAT alert to tell you when you’ve failed to
meet a customer’s expectations
• Review the notes in the ticket and, if possible, listen
to the call recording
• Follow up with the customer for recovery purposes
(or for praise)
• Resolve the customer’s issue
• Share the lessons learned with your analysts/
technicians (e.g., coaching, process, app/ technology,
knowledge article, assignment) so the same mistakes
aren’t made again
..................................
Total contact ownership is a mark of business maturity for
technical service and support organizations. It takes the best
practices of ITSM and strengthens them with customer service
resolve. TCO has always depended on the “one team, customer
first” approach, as it requires the assignment groups to work
with the service desk to focus on the customer. However, all of
the effort you’ll put in to TCO, you’ll get back in measurable,
visible progress toward becoming more business-focused and
customer-minded. Remember, we are in the business of servicing
the business; without the business, we are out of service. When it
comes to our customers, we’re playing for keeps.