Moving from a Helpless Desk to a Helpful Support DeskArticles and Discussions about Customer Service and Support and the Customer ExperienceSave Yourself Some Trouble (and Customers): Automate your customer support processes- August 21, 2008 Automation of customer support processes can significantly decrease unnecessary problems with incident investigations, step wise processes, and SLA maintenance. Creating automatic processes can save a customer from falling through the cracks.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/sav... SaaS: Bottom Line Savior or Alotta Hype- August 20, 2008 The big news seems to be the apparently imminent takeover of SaaS to the point that there would be no point in having on-premise IT. But Forrester Research throws a little cold reality on the overheated crowd of SaaS vendors.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/saa... Which Channel Do You Prefer- August 17, 2008 I have been researching Web 2.0 as it applies to customer service and have also read quite a bit on engaging the customer. In any case, these are the channels that seem to be in service: Phone support Self Service E-mail Support Chat Forums As an informal poll: Which channel do you prefer to use when YOU are the customer needing assistance If more than one, can you rank them with 1 being most preferred Which channel do you prefer customers to use if you are a support agent Ifhttp://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/whi... It's Not Rocket Science! The Key to Determining if Your Company Gives Great Service- August 13, 2008 You can't fix what you don't know is broken. Define the problems. Find the solutions. Do this all over again in 3-6 months to see if anything is different.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/its... Use the Force! Forced Knowledge Base Search- August 6, 2008 PhaseWare, Inc. has a new feature that will directly impact both ROI and customer satisfaction. It is a new, higher functioning method of giving your customers access to the right information at the right time while deflecting calls and incident submissions.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/use... Why I Would Call It Quits Too- August 4, 2008 Was this contact center agent empowered No. Putting a script into an agent's hand to deal with specific scenarios does not empower anyone to do good customer service.http://networking.ittoolbox.com/r/rss.asp?url=http://it.toolbox.com/blogs/support-desk/why... |