This document summarizes a white paper on taking service desks from "good to great." It provides tips from various service desk managers on improving culture, leadership, and customer experience.
The document outlines what makes a good service desk manager, including leading by example, building strong relationships, and being supportive. It also discusses how the perception and role of service desks have evolved over time to become more integral parts of organizations.
When it comes to culture and environment, the document finds that most service desks have adopted open plan designs. It also discusses the importance of communication, problem-solving skills, and customer service when evaluating team members. The top tips provided encourage proximity within teams to enable support, maintaining a professional but friendly atmosphere
The Davis Group is a 15-year company providing virtual administrative support services such as marketing, customer service, human resources, and accounting. They have a team of well-trained employees and use the latest technology to ensure high quality and reliable services. The company aims to continuously improve and provide better results than previous work. Services are tailored to each client's needs.
Greg Smith and Patricio Porras of Chart Your Course International led a cultural transformation project at Riverside Auto Group that resulted in improved customer service and increased profits. They implemented a three-phase process involving assessing needs, training employees, and ongoing reinforcement. Key changes included empowering employees to solve customer issues on the spot, recognizing employees for good customer service, and focusing on both long-term goals and short-term wins to maintain engagement. As a result, customer complaints dropped significantly while sales in the service department increased nearly 22% in under a year. The case study provides a blueprint for cultural change that emphasizes top-down commitment, bottom-up participation, and measuring both quantitative and qualitative successes.
This document promotes Virtual Secretary Solutions, a virtual assistant service that can handle various administrative and marketing tasks for businesses. It outlines how using their services allows business owners to focus on important strategic work by outsourcing tasks like emails, social media, administration, and more. Their flexible services are provided at an hourly rate starting at £23 per hour, which the document claims is more cost effective than hiring employees. It encourages readers to contact Charlotte Everiss for a free consultation to discuss how Virtual Secretary Solutions can help their unique business needs.
This document discusses tools and techniques for successful membership engagement for professional organizations. It provides an agenda that includes overcoming member apathy, developing a client-focused mindset, conducting member satisfaction surveys, and engaging with members regularly. The document also discusses developing effective member retention strategies and identifying ways to engage members through various communications channels and activities.
This document provides best practices and advice for contact center managers on successfully integrating self-service technology. It discusses key metrics like call deflection rates and customer satisfaction that should be measured. It also highlights potential drawbacks like poor user experience frustrating customers and causing them to avoid self-service options. Additionally, it emphasizes the importance of thorough training for contact center agents across all channels to ensure consistent customer service.
This document discusses how enterprise service management can help transform business collaboration. It notes that departments are increasingly acting as service providers across organizations. Enterprise service management applies ITIL concepts to drive benefits like transparency, continuity, cost control and productivity across a business. It argues that centralizing all service interactions on a common platform can improve the user experience for both service requesters and providers, increase visibility and intelligence to optimize processes, and deliver more consistent services across the organization.
Janya IT is an IT consulting company founded in 2004 that provides a range of solutions including product development, mobile and web apps, consulting, HR management, staffing, cloud computing and e-learning. It aims to be a leading provider of cost-effective IT and HR solutions globally and maintains long-term relationships with clients and partners. Janya has expertise in various technologies and ensures high quality, on-time delivery of projects. It believes in empowering employees through regular training and a supportive work culture.
The Davis Group is a 15-year company providing virtual administrative support services such as marketing, customer service, human resources, and accounting. They have a team of well-trained employees and use the latest technology to ensure high quality and reliable services. The company aims to continuously improve and provide better results than previous work. Services are tailored to each client's needs.
Greg Smith and Patricio Porras of Chart Your Course International led a cultural transformation project at Riverside Auto Group that resulted in improved customer service and increased profits. They implemented a three-phase process involving assessing needs, training employees, and ongoing reinforcement. Key changes included empowering employees to solve customer issues on the spot, recognizing employees for good customer service, and focusing on both long-term goals and short-term wins to maintain engagement. As a result, customer complaints dropped significantly while sales in the service department increased nearly 22% in under a year. The case study provides a blueprint for cultural change that emphasizes top-down commitment, bottom-up participation, and measuring both quantitative and qualitative successes.
This document promotes Virtual Secretary Solutions, a virtual assistant service that can handle various administrative and marketing tasks for businesses. It outlines how using their services allows business owners to focus on important strategic work by outsourcing tasks like emails, social media, administration, and more. Their flexible services are provided at an hourly rate starting at £23 per hour, which the document claims is more cost effective than hiring employees. It encourages readers to contact Charlotte Everiss for a free consultation to discuss how Virtual Secretary Solutions can help their unique business needs.
This document discusses tools and techniques for successful membership engagement for professional organizations. It provides an agenda that includes overcoming member apathy, developing a client-focused mindset, conducting member satisfaction surveys, and engaging with members regularly. The document also discusses developing effective member retention strategies and identifying ways to engage members through various communications channels and activities.
This document provides best practices and advice for contact center managers on successfully integrating self-service technology. It discusses key metrics like call deflection rates and customer satisfaction that should be measured. It also highlights potential drawbacks like poor user experience frustrating customers and causing them to avoid self-service options. Additionally, it emphasizes the importance of thorough training for contact center agents across all channels to ensure consistent customer service.
This document discusses how enterprise service management can help transform business collaboration. It notes that departments are increasingly acting as service providers across organizations. Enterprise service management applies ITIL concepts to drive benefits like transparency, continuity, cost control and productivity across a business. It argues that centralizing all service interactions on a common platform can improve the user experience for both service requesters and providers, increase visibility and intelligence to optimize processes, and deliver more consistent services across the organization.
Janya IT is an IT consulting company founded in 2004 that provides a range of solutions including product development, mobile and web apps, consulting, HR management, staffing, cloud computing and e-learning. It aims to be a leading provider of cost-effective IT and HR solutions globally and maintains long-term relationships with clients and partners. Janya has expertise in various technologies and ensures high quality, on-time delivery of projects. It believes in empowering employees through regular training and a supportive work culture.
This document discusses the importance of employee engagement and provides information about the Employee Engagement Alliance (EEA). The EEA aims to help organizations improve employee engagement through access to training, learning events, and online resources. Key points include:
- Employee engagement leads to improved business results like productivity and customer loyalty as well as better employee wellbeing.
- The EEA provides opportunities for members to learn, share best practices, and access tools to help measure and improve engagement.
- Benefits of EEA membership include discounts on training, access to insights and resources, opportunities to be recognized through the Employee Engagement Awards, and discounted access to the Employee Engagement Conference.
This document discusses Telegration, a telecom value added solution provider. It outlines why Telegration is different and better than other providers due to its unbiased approach, well-trained support team, and best-in-class providers, processes, and people. The document emphasizes that Telegration takes pride in building close personal relationships and providing top-notch service and support for customers and agents.
SDN Technologies is a fast-growing outsourcing and call center company established in 2014 that provides business process outsourcing, knowledge process outsourcing, research and development process outsourcing, software development, and web development. It aims to provide high quality business process solutions at competitive rates and build strong partnerships with its clients. SDN Technologies has over 100 professionals working across locations in India, Philippines, Ukraine, USA and UK. It focuses on creating an inclusive work environment and respects all individuals.
Clare Bassett is nominated for a Best Business Women Award for her work as Customer Services Manager and Logistics Manager at JPA Furniture. She oversees customer enquiries, order processing, deliveries, and installations. Testimonials praise Clare for her leadership, enthusiasm, and commitment to excellent customer service. Her teams achieve high levels of customer satisfaction and repeat business. The Managing Director recommends Clare for the award, noting her talent, drive, and positive impact on the company's success.
The document outlines the first steps in a company's journey to establishing a digital workplace: defining the vision of success, understanding the reasons for embarking on this journey now, and conducting an assessment of the current situation. It stresses that defining the end goal without considering company culture, people's needs, and identifying allies will likely cause initiatives to fail. The digital workplace should transform the business into an agile organization where internal and external interactions provide a positive experience for all.
Elite Global HR Solutions & Services is a leading HR solutions company based in Oman that was founded in 2008. It provides a range of HR services including recruitment, HR outsourcing, training, and staffing. The company aims to place the right candidates in jobs and sees itself as an extension of its clients' HR departments. It has experience in various industries and specializes in providing customized HR solutions through a consultative approach.
"Why being a great place to work is good for business" - a presentation for the New Zealand Law Link Group Conference. Audience of Partners and Management staff.
The document summarizes a presentation given by Claralyn Jefferson of Mountain View College and Konley Kelley of Richland College on contract training best practices within the Dallas County Community College District (DCCCD). It provides an overview of DCCCD facts and figures, describes characteristics of ideal and challenging clients, and discusses the contract training division's priorities, marketing strategies, and accomplishments. Key internal and external challenges to contract training success are also addressed.
The document provides an overview of the Hope Performance Tennis Inc. organization and its 2019 tennis clinic and tournament. Some key details include:
- The event had a total participation of 624 kids from 5 regions of Ghana, supervised by 62 volunteers including 27 coaches and 35 general volunteers.
- It was deemed a huge success with interesting highlights that will be remembered for a long time.
- Messages of support and appreciation are included from partners like the Atlanta Athletic Club, the Ghana Tennis Federation, and the organization's founder and president.
- The management team and board of directors are profiled, and the various sections and activities of the 2019 program are outlined.
Remote Working in a Crisis: A Workplace Toolkit [White Paper]Sage HR
The document provides guidance for remote working and managing remote teams during a crisis. It suggests establishing frequent communication with clear expectations. Use collaboration technology to maintain connections and consider individual preferences for communication. Offer encouragement and support for wellbeing. Social interaction is important to prevent isolation, so encourage virtual informal meetings. Take care of your own wellbeing as well.
C.A. Short Company provides employee engagement solutions to help organizations increase performance, productivity, and quality by fully engaging their workforce. Their research-based platform enables executives to engage teams and increase the bottom line through recognition programs, safety incentives, and other engagement initiatives. They help clients identify behaviors to modify, benchmark engagement, and design plans to create a culture of engagement using tools like their online engagement platform and measuring successes.
Employee Engagement - The C.A. Short Company DifferenceC.A. Short Company
http://www.cashort.com Imagine the power of a workplace where everyone understands and lives out the values of your organization, where everybody knows they’re appreciated and recognized. Imagine the possibilities of a fully engaged workforce. Unleash performance and increase your bottom-line! Engage Your People!
The webinar provided information on driving corporate culture transformation. It discussed why many culture initiatives fail, highlighted 7 important workplace trends, and outlined ways to leverage internal resources and align diversity efforts. Attendees learned a checklist for developing a one-page roadmap to revitalize their company's culture. The presentation emphasized understanding an organization's history and values, incorporating employee voices, and communicating the culture throughout the company.
How Cabarrus County's Modernized Lobby Improved ... Everything [Updated with ...Northwoods
Find out how Cabarrus County modernized its lobby and processes, saving caseworkers 1-2 hours per day to process applications faster - including 10 bonus slides that spell out the nitty gritty details about how Cabarrus County made the project and its resulting success happen.
Linda Hanekamp has worked as a Data Analyst for Bass Engineering since 2013, bringing advanced data management skills developed during 13 years with the Michigan Department of Motor Vehicles. At Bass Engineering, she has completed over 750 reports and drawings, trained colleagues, and implemented new database and filing systems. She is proficient in CAD, GIS, and other specialized software and is seeking new opportunities to further her management career.
Company Brand Development Presentation (May09)Duncan Green
The document summarizes a company called Fusion that provides business development services and turn-key solutions for health and fitness clients. It has experienced staff who have helped clients like LA Fitness and Fitness First achieve strong sales. Fusion was formed in 2002 and has over 50 years of combined experience working with public and private operators. It offers consulting, training, communications, promotions, and recruitment services as well as proprietary sales, CRM, exercise, and performance management systems to help clients increase revenue and improve operations.
The document provides an overview of a presentation on best practices for economic development. It discusses aligning economic development practices with the typical location selection process companies go through, which includes strategy development, investigating locations, due diligence, and after care. It provides examples of best practices for communities to be on companies' radars, prove they are the best location, deliver on promises during due diligence, and provide ongoing support after a company locates. The presentation encourages communities to consider if they are implementing these best practices and are truly competitive for jobs and investment.
Employee Experience: A quick tour of the new Human ResourcesHuman Capital Media
The webinar presentation will begin at the top of the hour without a dial-in number. Participants should listen using their computer speakers or headphones. The webinar will include slides, speaker bios, resources, a media player, Q&A, and Twitter. Recordings of certified webinars can be reviewed later on-demand. Common questions include how to access slides and whether the webinar is HRCI or SHRM certified for continuing education credits.
Valbona Sinanaj completed an assessment identifying her top personality strengths, preferred work environment traits, and personal skills and motivations. Her top three personality strengths are communication, analysis, and creation. Her top work environment preferences are being fact-oriented, attention to detail, and teamwork. Her personal assessment identified her top motivations as achievement, recognition, and power, and her strongest skills as learning aptitude, powers of observation, and discipline.
The document provides an introduction and overview of EmbroidMe NYC, a promotional products and custom apparel business. It summarizes that EmbroidMe NYC is the most successful location of the largest diversified promotional products franchise, offering embroidery, garment printing, screen printing, and other customized branding solutions. It also lists key staff, financial details showing continued revenue and profit growth, and competitive advantages like exclusive rights in Midtown Manhattan.
This document discusses the importance of employee engagement and provides information about the Employee Engagement Alliance (EEA). The EEA aims to help organizations improve employee engagement through access to training, learning events, and online resources. Key points include:
- Employee engagement leads to improved business results like productivity and customer loyalty as well as better employee wellbeing.
- The EEA provides opportunities for members to learn, share best practices, and access tools to help measure and improve engagement.
- Benefits of EEA membership include discounts on training, access to insights and resources, opportunities to be recognized through the Employee Engagement Awards, and discounted access to the Employee Engagement Conference.
This document discusses Telegration, a telecom value added solution provider. It outlines why Telegration is different and better than other providers due to its unbiased approach, well-trained support team, and best-in-class providers, processes, and people. The document emphasizes that Telegration takes pride in building close personal relationships and providing top-notch service and support for customers and agents.
SDN Technologies is a fast-growing outsourcing and call center company established in 2014 that provides business process outsourcing, knowledge process outsourcing, research and development process outsourcing, software development, and web development. It aims to provide high quality business process solutions at competitive rates and build strong partnerships with its clients. SDN Technologies has over 100 professionals working across locations in India, Philippines, Ukraine, USA and UK. It focuses on creating an inclusive work environment and respects all individuals.
Clare Bassett is nominated for a Best Business Women Award for her work as Customer Services Manager and Logistics Manager at JPA Furniture. She oversees customer enquiries, order processing, deliveries, and installations. Testimonials praise Clare for her leadership, enthusiasm, and commitment to excellent customer service. Her teams achieve high levels of customer satisfaction and repeat business. The Managing Director recommends Clare for the award, noting her talent, drive, and positive impact on the company's success.
The document outlines the first steps in a company's journey to establishing a digital workplace: defining the vision of success, understanding the reasons for embarking on this journey now, and conducting an assessment of the current situation. It stresses that defining the end goal without considering company culture, people's needs, and identifying allies will likely cause initiatives to fail. The digital workplace should transform the business into an agile organization where internal and external interactions provide a positive experience for all.
Elite Global HR Solutions & Services is a leading HR solutions company based in Oman that was founded in 2008. It provides a range of HR services including recruitment, HR outsourcing, training, and staffing. The company aims to place the right candidates in jobs and sees itself as an extension of its clients' HR departments. It has experience in various industries and specializes in providing customized HR solutions through a consultative approach.
"Why being a great place to work is good for business" - a presentation for the New Zealand Law Link Group Conference. Audience of Partners and Management staff.
The document summarizes a presentation given by Claralyn Jefferson of Mountain View College and Konley Kelley of Richland College on contract training best practices within the Dallas County Community College District (DCCCD). It provides an overview of DCCCD facts and figures, describes characteristics of ideal and challenging clients, and discusses the contract training division's priorities, marketing strategies, and accomplishments. Key internal and external challenges to contract training success are also addressed.
The document provides an overview of the Hope Performance Tennis Inc. organization and its 2019 tennis clinic and tournament. Some key details include:
- The event had a total participation of 624 kids from 5 regions of Ghana, supervised by 62 volunteers including 27 coaches and 35 general volunteers.
- It was deemed a huge success with interesting highlights that will be remembered for a long time.
- Messages of support and appreciation are included from partners like the Atlanta Athletic Club, the Ghana Tennis Federation, and the organization's founder and president.
- The management team and board of directors are profiled, and the various sections and activities of the 2019 program are outlined.
Remote Working in a Crisis: A Workplace Toolkit [White Paper]Sage HR
The document provides guidance for remote working and managing remote teams during a crisis. It suggests establishing frequent communication with clear expectations. Use collaboration technology to maintain connections and consider individual preferences for communication. Offer encouragement and support for wellbeing. Social interaction is important to prevent isolation, so encourage virtual informal meetings. Take care of your own wellbeing as well.
C.A. Short Company provides employee engagement solutions to help organizations increase performance, productivity, and quality by fully engaging their workforce. Their research-based platform enables executives to engage teams and increase the bottom line through recognition programs, safety incentives, and other engagement initiatives. They help clients identify behaviors to modify, benchmark engagement, and design plans to create a culture of engagement using tools like their online engagement platform and measuring successes.
Employee Engagement - The C.A. Short Company DifferenceC.A. Short Company
http://www.cashort.com Imagine the power of a workplace where everyone understands and lives out the values of your organization, where everybody knows they’re appreciated and recognized. Imagine the possibilities of a fully engaged workforce. Unleash performance and increase your bottom-line! Engage Your People!
The webinar provided information on driving corporate culture transformation. It discussed why many culture initiatives fail, highlighted 7 important workplace trends, and outlined ways to leverage internal resources and align diversity efforts. Attendees learned a checklist for developing a one-page roadmap to revitalize their company's culture. The presentation emphasized understanding an organization's history and values, incorporating employee voices, and communicating the culture throughout the company.
How Cabarrus County's Modernized Lobby Improved ... Everything [Updated with ...Northwoods
Find out how Cabarrus County modernized its lobby and processes, saving caseworkers 1-2 hours per day to process applications faster - including 10 bonus slides that spell out the nitty gritty details about how Cabarrus County made the project and its resulting success happen.
Linda Hanekamp has worked as a Data Analyst for Bass Engineering since 2013, bringing advanced data management skills developed during 13 years with the Michigan Department of Motor Vehicles. At Bass Engineering, she has completed over 750 reports and drawings, trained colleagues, and implemented new database and filing systems. She is proficient in CAD, GIS, and other specialized software and is seeking new opportunities to further her management career.
Company Brand Development Presentation (May09)Duncan Green
The document summarizes a company called Fusion that provides business development services and turn-key solutions for health and fitness clients. It has experienced staff who have helped clients like LA Fitness and Fitness First achieve strong sales. Fusion was formed in 2002 and has over 50 years of combined experience working with public and private operators. It offers consulting, training, communications, promotions, and recruitment services as well as proprietary sales, CRM, exercise, and performance management systems to help clients increase revenue and improve operations.
The document provides an overview of a presentation on best practices for economic development. It discusses aligning economic development practices with the typical location selection process companies go through, which includes strategy development, investigating locations, due diligence, and after care. It provides examples of best practices for communities to be on companies' radars, prove they are the best location, deliver on promises during due diligence, and provide ongoing support after a company locates. The presentation encourages communities to consider if they are implementing these best practices and are truly competitive for jobs and investment.
Employee Experience: A quick tour of the new Human ResourcesHuman Capital Media
The webinar presentation will begin at the top of the hour without a dial-in number. Participants should listen using their computer speakers or headphones. The webinar will include slides, speaker bios, resources, a media player, Q&A, and Twitter. Recordings of certified webinars can be reviewed later on-demand. Common questions include how to access slides and whether the webinar is HRCI or SHRM certified for continuing education credits.
Valbona Sinanaj completed an assessment identifying her top personality strengths, preferred work environment traits, and personal skills and motivations. Her top three personality strengths are communication, analysis, and creation. Her top work environment preferences are being fact-oriented, attention to detail, and teamwork. Her personal assessment identified her top motivations as achievement, recognition, and power, and her strongest skills as learning aptitude, powers of observation, and discipline.
The document provides an introduction and overview of EmbroidMe NYC, a promotional products and custom apparel business. It summarizes that EmbroidMe NYC is the most successful location of the largest diversified promotional products franchise, offering embroidery, garment printing, screen printing, and other customized branding solutions. It also lists key staff, financial details showing continued revenue and profit growth, and competitive advantages like exclusive rights in Midtown Manhattan.
The document summarizes EmbroidMe NYC, a promotional products and custom apparel company. It provides an overview of the company's services including embroidery, garment printing, screen printing, and promotional products. It discusses the company's continued revenue growth averaging 26% over the last two years and profitable operations with 31% operating income. The summary also mentions the company has a stable workforce and management team along with a solid client base and exclusive rights to operate in Midtown Manhattan.
UNIVERSIDAD CENTRAL DEL ECUADOR
CARRERA DE PSICOLOGÍA EDUCATIVA
Tema:Paradigma Positivista:
Concepto
Características
Dimensiones
Autor: Adiana Marcillo
Quinto "C"
This document discusses refrigerant numbering systems. It begins by explaining common refrigerant prefixes based on their chemical components. It then describes how refrigerant numbers are decoded to determine the number of carbon, hydrogen, fluorine, and chlorine atoms. Examples are provided to illustrate this decoding process. The document concludes by explaining the refrigerant numbering system standards, which categorize refrigerants into series based on their chemical type or blend composition.
Nocart is an environmentally conscious energy company that uses multiple sources to produce high quality electricity for use and storage. It serves the global demand through its Power Management Unit (PMU), systems, and power products. Nocart can connect to various energy sources like wind, hydro, solar, and biomass to power small plants anywhere needing off-grid electricity production.
Ahmed Mohamed Naguib Ali provides his curriculum vitae, which includes personal details such as name, date of birth, address, contact information, education, military status, languages, and computer skills. It then outlines his work experience as a bank teller at NBE and previous roles at EBC and NCR Egypt working in support, ATM management, and as an ATM agent. The CV also lists relevant training programs and courses he has completed in areas such as banking regulations, languages, computer programs, and anti-counterfeiting measures.
The document discusses ways to promote and brand a service desk to ensure its value is recognized within an organization. It notes that branding helps build team identity and customer accessibility. Effective promotion methods include newsletters, intranet updates, open days, and social media engagement. Gathering customer feedback through surveys and calls helps identify areas for improvement. Representation in business meetings keeps the service desk informed of changes. The goal is to understand customer needs and provide consistent, high-quality support through visibility, communication, and integration with the broader business.
This document provides information about the Contact Center Executive Exchange conference happening from March 19-21, 2017 in Dallas, TX. The conference will focus on the key challenges and opportunities for contact center leaders to deliver frictionless, effortless customer care in today's business environment of escalating customer expectations across multiple interaction channels. Through sessions and discussions, the agenda will address topics like increasing efficiencies through data analytics, capturing customer sentiment, improving agent engagement, embracing omni-channel, analyzing artificial intelligence trends, and adding a human aspect to customer touchpoints. The document outlines the attendee qualifications, networking opportunities, and speaker lineup including executives from companies like Thomson Reuters, ZocDoc, Celgene and more.
Netforte is a consulting firm that provides business, operational, and IT services to help clients work more efficiently and solve problems. It aims to deliver exceptional customer service above its competitors. The presentation discusses Netforte's vision, history of growth since 2006, strategy of focusing on customer outcomes, services in business consulting, IT, and training, social agenda, and future plans to expand offerings and thought leadership. It promotes Netforte's ability to help clients achieve service excellence and solve challenges of customer satisfaction, employee engagement, and consistent results delivery.
ICT Service Desk as a Business Partner 2015 - itSMF VPaul Lahey
The document discusses making the ICT Service Desk at Brisbane City Council a visible and reliable business partner. It outlines implementing and embedding improvements by focusing on people, processes, technology, and partnerships. This includes building an improvement culture, reviewing processes, increasing service visibility, and strengthening relationships. The goal is to continuously improve customer experience and deliver more value. Progress so far includes tracking feedback and initiatives through displays and reports. Next steps involve establishing metrics and collaborating further.
if you have a business then you will love this little book of big business, packed with great articles including business development, website, sales, and much more
TSI - 2015 service offering emphasizing TECHNOLOGY EXPERTISEDan Feely
TSI - 2015 service offering emphasizing TECHNOLOGY EXPERTISE
This is TSI's Service Offering that highlights how we help growing organizations with their most important technology strategy challenges.
How real-time customer feedback can leverage profit for your businessChristine Ellis
This document discusses customer feedback and engagement. It provides information on:
1. The importance of understanding customers and resolving issues quickly to improve customer satisfaction and loyalty.
2. How customer feedback can be leveraged to improve satisfaction, loyalty, and increase revenue and shareholder value.
3. An engagement platform called ViewPoint that allows companies to capture customer feedback across channels and gain insights to improve performance.
RDB Concepts is an IT services provider that aims to help organizations improve their IT service levels by delivering expertise to manage systems effectively and reduce costs. They offer infrastructure monitoring and management services via their Custodian*24 portal for 24/7 monitoring. They also provide consultancy and support services such as environment health checks, upgrade assistance, performance tuning, and training. Their goal is to achieve high system performance and availability while lowering management costs through specialized expertise and best practices.
Qedis is a UK-based management consulting firm founded in 2003 that is part of the larger Highland Worldwide consulting group. It has over 110 permanent consultants in the UK and focuses on project management, professionalizing IT organizations, and managing business change. Clients praise Qedis for their flexible approach, integrating well with teams, and commitment to delivering results.
- Info-Tech Research Group provides IT research and advice to help organizations implement effective service management practices.
- The document discusses common misconceptions around service management and emphasizes the importance of establishing strong foundational elements like culture, governance, and management practices before implementing more advanced service management processes.
- Case studies demonstrate how Info-Tech has helped clients develop customized roadmaps to mature their service management practices by first stabilizing services and focusing on cultural and foundational elements before aiming to become strategic partners.
As organisations strive to be customer centric, it can be easy to overlook a key missing component of a customer focused service delivery. Sumit De, Head of consultancy of TOPdesk UK will take you through how employee engagement is vital to the customer journey and how the organisation can come together to make this happen.
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/
This resume summarizes Danielle Horton's experience and skills. She has over 14 years of experience in clinical research and is passionate about process improvement and customer service. Her previous roles allowed her to pioneer new projects involving budgets and contracts. Her goals are to achieve efficiency, accuracy, standardization, consistency, meeting timelines, customer satisfaction, and delivering high quality work. She is skilled in process improvement, program development, data coordination, budget and fund management, and customer service.
Verve Global Services is an India-based staffing company providing recruitment process outsourcing (RPO) services globally since 2009. It has offices in the US, Europe, and Asia-Pacific. Verve provides end-to-end RPO solutions including sourcing, screening, selecting candidates and onboarding. The company aims to build relationships, drive innovation, be global and leverage its strengths. It has grown its turnover steadily since 2013 through strategic execution and operational excellence. Verve works with various job boards and applicant tracking systems to source candidates efficiently for its clients across different industries.
4Virtus is an integrated solutions provider that aims to introduce effective solutions for clients' unresolved challenges worldwide. It has a unique portfolio of custom product and service development that sets it apart from competitors. Its goal is to turn ideas into leading-edge innovations across industries by strategically aligning research and development with clients' needs. It combines intuition with analysis, rules, technology and form to provide educated solutions as artists. It fosters creativity and freedom to implement new ideas, leading to specialized products and services with no boundaries.
ITVantage Systems Ltd is a UK-based IT consulting firm that provides consultants and strategic solutions to clients. They have 60 employees and £3.5 million in annual revenues. ITVantage helps larger companies source top consultants and manage projects effectively. They have experience in industries such as banking, energy, healthcare, and retail. ITVantage promises to be a true long-term partner for clients' resource augmentation needs by providing qualified consultants within 24 hours and a trial period to ensure satisfaction.
The back office may not be the most important but what happens there is your dashboard to customer satisfaction. Driving it efficiently is the game changer in any customer experience. Hvantage is a team of over 200 specialists dedicated to managing those processes, with rigor and obsessive quality control. With 95% customer satisfaction on our end, we aim to hit the same metrics for you.
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
This document provides 75+ tips for achieving IT service management (ITSM) goodness. Some key tips include focusing on clear and measurable business goals when selling projects, starting with short-term wins and realistic plans, listening to business users to understand their needs, making service level agreements simple and measurable, investing in a brilliant service desk with the right people, and focusing on culture change to cut through traditional IT approaches. The overall message is that ITSM success depends more on people, communication, and business focus than just processes and documentation.
This document discusses the importance of creativity and employee happiness in organizations. It provides information on how creativity is learned rather than a talent, and how being creative impacts work-life balance, profits, happiness, productivity and engagement. The document also discusses how people currently spend only 25% of their time being creative at work and only living up to 25% of their creative potential. It then goes on to provide tips and strategies for building a creative culture and workplace.
Similar to Service Desk Excellence White Paper 2016 (20)
1. Service Desk Excellence
Taking your Service Desk from
“Good to Great”
White Paper – March 2016
With special thanks to the individuals from organisations below
that took the time to contribute and share their ideas.
2. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
@cranfordsol 01924 664 540 info@cranford-solutions.com
We would like to say a special thank you to the individuals who contributed
Many contributors had to remain anonymous due to company policies, however, respondees, include:
Amrit Kaur Kalsi, IT Service Delivery Manager, The Cabinet Office
Carl Bilsbrough, Service Desk Consultant, CLB ITSM LTD
Damian Bowen, Director, IT & Client Service Delivery NTT DATA
David Flacks, Services Manager, e-know.net
Gavin Payne, Service Desk Manager, Belfast Metropolitan College
Geraint Jones, Head of IT Support Services, Callcredit Information Group
Geetu Chopra, Head of Technology Support Services, Northern Gas Networks
Jason Ikens, Service Desk Manager, Arqiva
Jason Lloyd, Head of Service and Operations, iSAMS Independent Limited
John Painter, IT Service Desk Manager, Bluefin
Karen Cheney, Service Desk Manager, Public Health England
Matt Turner, Director, Hapus.net
Mike Rush, Service Desk Manager, North East Derbyshire District Council
Paul Barker, Head of Service, PSB IT Consulting
Robin Goldsbro, Head of Service Management, DLA Piper LLP
3. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
@cranfordsol 01924 664 540 info@cranford-solutions.com
Service Desks are an increasingly valued and important function within an organisation and are relied upon
to deliver first class service to the people they support. Perception of the Service Desk has changed and is
now recognised as delivering value and contributing to organisational success. A great desk requires strong
leadership, excellent policies and processes, committed people and first-rate partnerships.
This White Paper looks at how Service Desks have been taken from Good to Great focusing specifically on
culture, leadership and customer experience. This Paper provides Service Desk professionals the opportunity
for personal and professional recognition amongst other industry experts.
Introduction
About our Survey
Cranford Solutions’ latest White Paper on Service Desk Excellence puts the focus on Service Desk
Management and elevating the level of service provided. The Service Desk Managers that have contributed
to this Paper have all taken their Service Desks from Good to Great and want to share their experiences and
provide tips which will enable you to do the same.
In this Paper we look at:
What makes a good Service Desk Manager
The evolution of the Service Desk
Culture and Environment
Top tips to take your desk from Good to Great
Who we Surveyed
We asked many leading professionals with a wealth of Service Desk Management experience. 90% of those
surveyed had used more than one Service Desk tool with most respondents having used 5 or more.
The respondents ranged from Managers running internal to external desks and single site users to desks
which service up to 45 different sites. This has an impact on views around ‘walk-ups’. The make up of the
desks also covers a wide range with some running a 1st line desk but the vast majority covering 2nd line and
some through to 3rd line and Deskside support.
The size of Service Desks has ranged from single figures through to 45 with one respondent having run a
desk of 150!
Both of the above impact on the number of users supported which again
range from 1,000 to 40,000.
4. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
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What makes a good Service Desk Manager?
From the Managers we spoke with there was a common theme of ‘leading by example’. Setting the standard for
your team and encouraging positive behaviour and attitude will filter through into the service your team provide.
Having the ability to ‘build strong relationships’ was also a recurring theme in the answers that came through
to us. Building relationships with your team and your customers is essential to being a good Service Desk
Manager. This means having an open communication channel with the team and the customers so that
everyone feels included and understands where they fit in. Approachability and an empathy with the team
is mentioned in a large number of surveys with many Managers recognising that times can be tough on the
desk, so knowing that your Manager is looking out for your interests develops a strong and confident team.
Being supportive to the team is mentioned often “to err is human” – Alexander Pope.
“You can teach everything else but attitude” - Jason Ikens, Arqiva
“Get out and see your colleagues and help” - Geetu Chopra, Northern Gas Networks
“Don’t be afraid to get your hands dirty” - John Painter, Bluefin
Constantly driving the Service Desk forwards takes tenacity, so perseverance is a character trait many Service
Desk Managers recognise in themselves. Motivating yourself and your team can be a lonely place so having
set goals and the confidence & mind-set to keep going is paramount. Having a thick skin is also mentioned –
Service Desk Management is not easy!
Listening
By listening to your team they will be valued and naturally more productive. You will also get their perspective
on problems and solutions, no-one can solve everything alone. Getting to know your team and understanding
the individual drivers helps you to take the team on the journey with you and utilise their strengths.
Flexibility
Being flexible is another key strength identified by contributors. Responding to changes in the workplace
whilst at the same time maintaining a consistent approach to service can be challenging, so having a flexible
attitude to change is crucial. Having built strong relationships and understanding the business drivers makes
changes easier to understand and communicate to the team but be prepared for anything.
“Balancing strategic thinking with daily firefighting” is a constant challenge that
Service Desk Managers face - Geraint Jones, Callcredit
“Leading a Service Desk, especially a large one, isn’t for the faint hearted. You need to be BOLD”
- Robin Goldsbro, DLA Piper
5. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
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Out of the Managers we surveyed the overriding “one thing” that they agree you need to be a successful
Manager is People skills. Once you have your team on side you can accomplish anything. By understanding
your team and their capabilities and creating a blame free culture, success will follow as the team will feel their
value within the organisation and want to add a positive contribution. One size does not fit all when it comes
to people so by spending the time to understand what makes people tick you will naturally get the best out of
them. Communicating your plans clearly and with patience, listening and reacting to their concerns all helps
the team feel valued and work with you to achieve goals.
The Evolution of the Service Desk
The Service Desk was once a perfunctory facility there to deal with emergencies. They had no real
contingency plans nor were they a valued and respected part of the IT department.
The general consensus amongst the Managers is that the Service Desk used to be a very reactive function
that was not aligned with ITSM. IT itself was less respected and seen as a cost to organisations whereas over
recent years IT has evolved to become an integral part of any company that nothing works without.
The general technical evolution has led to the Service Desk having to be more prepared and more technical,
customers now demand immediate fixes so the Service Desk has to be prepared for a high level of first time fix
rates – they also need to do it with a smile as service is increasingly important to customers in this day and age.
In turn this demand for immediate response has meant new communication channels have opened up as
a means to contacting the desk including social media and chat functions. Whereas the contact used to be
face-to-face or via the telephone only, now many Service Desks have to provide 24/7 cover via a number of
channels to make it as easy as possible for customers to reach them.
With the addition of tools to support the Service Desk and improve the level of organisation and service
they are able to provide, plus an alignment with ITIL and best practice, the Service Desk has taken a more
prominent role in IT departments and organisations in general.
The evolution of the Service Desk has seen specific Service Desk software designed to aid and streamline the
service they are able to provide. Selecting the right tool that integrates with the business is a big part of the
Service Desk Managers’ responsibility.
“The customer is King” - Damian Bowen, NTT DATA
THINKING POINTS
• If you are 100% honest with yourself could you do any of the above better than you currently do?
• Do you focus on the careers and development of your team?
• Do you always communicate changes to the team in a timely and positive way?
6. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
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Perception of the Desk
The perception of the desk has changed considerably over recent years. The changes in technology have meant
that organisations rely more heavily on the technical knowledge on the desk. It is often seen as the place where
fixes happen. Better reporting within the desk and more widely within the business has helped provide recognition
for hard work and the changes within the Service Desk. External surveys and a presence on the Intranet improves
recognition along with buy-in from senior staff. There appears to be an increase in praise from users. However, some
respondents also noted that it still isn’t always appreciated and there is still a way to go in some organisations.
More commonly the view given by Carl
Bilsbrough, CLB ITSM Ltd was echoed that the
Service Desk is seen as an “Integral, vital and
hopefully a valued part of the IT department”
Most Managers feel that their Service Desk is a
valued part of the organisation and their teams
have been recognised company wide. North East
Derbyshire District Council, managed by Mike Rush,
won 2015’s “Top Team” award for the entire Council.
THINKING POINTS
• How could the perception of the Service Desk be improved further within your organisation?
• Is the perception of the desk echoed through all areas of the business?
Culture and Environment
Where is the
desk situated
in the office?
Ensures there is less
disruption to the Analysts
on the phone dealing with
current tickets
Easier to communicate
Open plan gives a more
approachable feel
1st and 2nd line can interact
more and help each other
where needed
Helps the Manager to
monitor and protect the
Analysts
Separate
office 25%
Open plan Service Desk 75%
7. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
@cranfordsol 01924 664 540 info@cranford-solutions.com
How did the Managers feel about “walk-ups”?
This question generated a mixed response with some Managers feeling that walk-ups can disrupt service,
particularly when the desk services multiple sites. Others however, said that controlled walk-ups were a part
of their offering. For example, The Cabinet Office, managed by Amrit Kaur Kalsi, operate a “Tech Bar” where
users can walk-up to at any point during working hours to get an immediate fix on their issue. These are all
classed as first time fixes on their stats too.
Many other desks have a more ad-hoc approach in order to feel part of the team but also feel that customers
need to be patient if there are other things going on. Many teams have an appointment making service for
such occasions.
The Team
We all know Service Desks won’t work without a strong team behind them so we asked the Service Desk
Managers a little more about the team behind the desk.
Perhaps one the most interesting facts is that when hiring, Service Desk Managers no longer prioritise
technical ability but “Place more value on good communication” - Gavin Payne, Belfast Metropolitan College.
Paul Barker, PSB IT Consulting, also noted that “Analysts now need to have an understanding of “business
impact” when they are taking and prioritising calls”. It is widely thought that with the correct core traits a
Service Desk Analyst will be able to learn the technical side of their role.
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The Top 3 core traits that Managers now look for
in potential employees are:
Other top traits that were discussed include having determination; the drive to fix someone’s issue will go a
long way on a Service Desk. Flexibility also came up a number of times as many Service Desk Analysts are
often required to help in an area that might not be in their job description but they have the capability to help.
Having the enthusiasm to want to help for the greater good is something which cannot be taught and the
hunger to improve is also recognised.
A final mention needs to go to ‘organisation’. It is widely recognised that organisational skills can help an
Analyst get through the number of contacts and recognise trends in issues.
Every Service Desk Manager we spoke to also reported that they ideally try to get internal applicants as a
first port of call for recruiting Service Desk staff, as people already working within the business will have a
greater understanding of the customers’ needs and expectations. It is commonly thought that technical skills
can be learnt but attitude and culture cannot. They also encourage their employees to progress within the
organisation once their skills start to overtake their responsibilities on the desk.
Communication
The ability to communicate with their customers and team is crucial to
their success. By listening to and understanding where they are coming
from and their frustrations they will be put at ease.
Problem Solver
Be a proactive problem solver. Look for patterns in problems and solve
them before they arise and share your knowledge. Think outside a
standard fix and get to the route of what the problem is.
Customer Service
Putting the customer first and keeping them up to date is paramount.
They should go away feeling that they have had a positive experience
and that you have done all you can to help them as quickly as you can.
By putting the customer first the team will naturally raise the profile of the
Service Desk. Enthusiasm and empathy are often recognised by users.
TOP 3
TRAITS
1
2
3
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A Happy team is a Productive Team
Supporting a wide array of demanding users can be stressful! Every ticket is important and users generally
believe theirs is the only problem that has to be solved that day. By encouraging a strong team mentality that
‘we are all in this together’ and having regular 1-2-1’s, the Managers surveyed feel that they can monitor their
teams’ happiness regularly. Dealing with issues and frustrations as they arise is the key to managing their job
satisfaction and feeling of worth.
Getting internal feedback from users is also a good way of keeping on top of staff morale, the power of
positive feedback is unparalleled. Equally, any negative experiences can be learned from and developed
moving forwards. The consensus is to never be afraid of feedback.
Providing encouragement and working with people as individuals is essential – Service Desks are by their
nature busy and watching for individuals struggling and getting buried is a key task as a Manager.
THINKING POINTS
• Does the team get together outside the office?
• Does this matter?
• Who creates the team ‘ethos’?
10. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
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Top Tips from the Top Service Desk Managers:
Make sure the team are sitting close enough to one-another to provide support
or advice when needed – Karen Cheney, Public Health England
Be professional but happy. Banter is not an evil word - John Painter, Bluefin
Create a skills matrix, list all the services vs people in the team. The knowledge gaps and
trainers will jump out – here’s your training plan and trainers – Paul Barker, PSB IT Consulting
Service Desks are always under pressure to be “on” making team meetings and time away from the
workplace difficult. Look to agile practices of Kanban and stand ups to encourage short, frequent meetings
stood up on the “shop floor”, with permanent visual reminders of work and progress on boards, so staff
can use them at any time and feel a part of the decision making process – Matt Turner, Hapus.net
Spontaneity & rewards, give the team short term goals and rewards. e.g. clear x number
of incidents by lunch time and lunch is on me – Carl Bilsbrough, CLB ITSM Ltd
Continual improvement, build a roadmap, regularly review and prioritise to
deliver the strategy – Geraint Jones, CallCredit Information Group
Set clear customer expectations - differences can be a big source of contention
- David Flacks, e-know.net
Get your advisors to imagine it is them calling the desk when they are dealing
with a customer – Gavin Payne, Belfast Metropolitan College
Know your staff, your greatest asset. Don’t just focus on the formal side of this with
1-2-1’s but take the time to really understand them and their goals – Jason Lloyd, iSAMS
Implement an online ICT induction for new starters – performing inductions has never been
popular amongst Service Desk staff – Mike Rush, North East Derbyshire District Council
11. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
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Conclusion
The overriding theme that has come from the survey has been that the way to manage and lead a team to
success is to encourage individuals personally. Speak to people with honesty and integrity and get everybody
to ‘buy-in’ to the vision. Regular updates and involvement in strategy with clear expectations of each individual
on the roadmap is paramount.
Keeping communication lines open with individuals is also valuable, engaging them in their role, recognising
their strengths and agreeing development plans for themselves. Empowering individuals and giving ownership
of specific projects, knowing they are making a difference helps the team appreciate their value.
It is widely acknowledged that Customer Service is the key to success and growth and the best way to
encourage this is to keep a happy and motivated team in a constantly changing environment, where the nature
of contacts is constantly moving from phone calls through email to Instant Messaging and face to face contact.
“Recruit people with the right attitude and everything else can be taught” – Jason Lloyd, iSAMS
12. Leeds Office: Park House, Bradford Road, Birstall WF17 9PH
London Office: 4 Cavendish Square, London W1G 0PG www.cranford-solutions.com
@cranfordsol 01924 664 540 info@cranford-solutions.com