seat58F
outsourcing relationships: international, inter-economic, interpersonal
September 4, 2010 ~ 10:06:42 AM * -07:00ST
first, the good news
Post # 323 by
admin on April 28th, 2009 ~ 07:17:47 AM
Posted as change, incident, knowledge, problem, release |
No Comments »
a new release, as a collection of enhancements or bug fixes, is expected to improve overall functionality and service effectiveness. change managers and release planners should be able to anticipate any negative effects, but the communication about those issues to end users or the helpdesk usually does not happen.
at minimum, problem managers need a heads-up to give them a chance to write some sort of release note to give the helpdesk a hint as to the expected impact.
get in there
Post # 309 by
rc on April 27th, 2009 ~ 08:12:29 AM
Posted as csat, knowledge |
No Comments »
Level 3 agents who actually share Level 1 duties have a realistic view of the morale of Level 1 and the effectiveness of the knowledge db. Organizations that rely on the creativity of Level 1 engineers have a big problem with respect to recruitment and retention, constant problem solving is frustrating if the organization has an ineffective feedback loop into the services development process.
The support organization should have a strategy for content development and maintenance of the KDB. Level 3 can provide a realistic assessment of KDB effectiveness and is in a position to close gaps.
working in the background
Post # 315 by
admin on April 24th, 2009 ~ 09:42:58 PM
Posted as incident, knowledge, problem |
No Comments »
top 5 Level 3 support activities
- taking Level 1 support requests to stay current
- evaluating tickets to mentor Level 1 agents
- evaluating tickets to tune the KDB
- evaluating category trends for service improvement requests
- building proactive end user communications content
