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Customer Service, Technical Support & Operations
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CSI & Benchmarking
As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the only way to ensure that you are current with what is considered "best practice". After all - while you might think of your skills at work as bein...

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CSI & Benchmarking
As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the only way to ensure that you are current with what is considered "best practice". After all - while you might think of your skills at work as bein...

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THE HELPDESK
What is it? In  its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems.  There are many different types of helpdesks and they are called by a variety of different names depending on the function that they s...

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INTERNAL AND EXTERNAL SLA'S
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers.  I know it sounds self evident doesn't it, but there are no end of organizations that I've dealt wit...

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MATRIX MANAGEMENT AND PROJECTS
Diagram of a matrix organisation (Photo credit: Wikipedia ) With large projects having all the required resources to hand is sometimes a difficult job in itself. While systems and hardware are easily acquired, the skills and specializations that people can ...

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KPIs AND THE IMPORTANCE OF MEASUREMENT
DMAIC There is a great quote somewhere that goes something like - "If you cannot measure it, you cannot manage it!" ... this is so true and especially so in the Customer Service and Operations area. There are great KPI's (Key Performance Indicators) and not...

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WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?
Customer Service Customer Service -   the simple explanation from  Wikipedia (here)  is that it is " ...  is the provision of service to customers before, during and after a purchase." Now regardless of the type of Call (Contact) Centre you run you are alwa...

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USING LINKEDIN
Jobs, Jobs, Jobs I’ve mentioned LinkedIn a couple of times now and find that its a really great tool not only to keep in touch with old work colleagues and keep apprised of whats going on in your industry, but also to find a  job ! LinkedIn’s job search sho...

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MANAGEMENT TRAINING AND SELF IMPROVEMENT
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of the job. How to find customer information, how to respond to customers, dealing with Irate customers and troubleshooting issues are obviously all thin...

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TO SOURCE, OR OUTSOURCE ... THAT IS THE QUESTION!
Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing.  Sourcing is about analysing how to most effectively source and deploy the resources and capabilities required to deliver outcomes to customers. A sourcing decision is...
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