A Case Study In Technical Support Excellence
“Supporting our customers to ensure that they are successful and satisfied is our top priority at Ellie Mae,” says Matt […]
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Preparation for Automation
We often make decisions backwards.No good mechanic picks up a 9/16″ socket and heads to the garage to find something
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Metric of the Month: Percent Resolved Level 1 Capable
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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Mobile Support: Are Your Employees Getting What They Need?
When it comes to supporting mobile devices in the workplace, it all comes down to one thing: employees. Employees are
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Not So Fast: Is Your Support Organization Ready to Use Bots?
Are you thinking about maybe, possibly, probably using a chatbot in your service desk this year? That’s great! The bandwagon’s
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Stop Shooting from The Hip: A Cautionary Tale of Service Support Gone Wrong
Okay, something’s gone wrong with one of your IT services. You and your coworkers are trying to resolve it by
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Measure the Customer Experience in Desktop Support
I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is
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Creating and Keeping a Strong KCS Culture
Rolling out Knowledge Centered Service (KCS) is easy. KCS is a well thought out process, it doesn’t require difficult skills
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The Impact of Automation on Metrics
The original “help desk” was usually one person whose job it was to take notes about computer issues from users
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Do You Need to Elevate Your SLAs?
Does your IT organization have documented and signed Service Level Agreements (SLAs) with key managers and stakeholders in your company?
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