February 28th, 2012 | | Comments Off on Top IT Service Desk Issues Facing the Healthcare CIO
The healthcare CIO is now in a position of direct influence on the quality of patient care. Doctors, pharmacists, administrators and medical research teams are more reliant than ever on electronic information and medical technology. As such, healthcare CIOs are gaining a stronger position to drive innovation, process change, and IT/business alignment. In healthcare, any system that is supporting a patient is not only business critical, its 24×7 availability is more critical than almost any other industry.
February 28th, 2012 | | Comments Off on ServiceWise Change Management Solutions
TechExcel ServiceWise is a powerful and versatile change management solution that enables businesses to define a framework for managing, tracking, and enforcing their business processes and to ensure that all stakeholders are “in the loop” throughout the change life cycle.
February 28th, 2012 | | Comments Off on Tranforming the Customer Experience: How Four Contact Centers Did It Successfully
As a call center, business is a lot different than it used to be. Once upon a time, you only had to worry about the competition down the street. These days, you not only have to worry about them, but you have to worry about being better than businesses in the next city, in the next state and, thanks to economic globalization, you also have to worry about competition on other continents. Competition is only part of the problem. Not only are they competing against you, but they are commoditizing your products and your brand.
February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume I: Tired of Firefighting? It’s Time for a Service Desk
As your business grows, managing IT services becomes more complex and requires a new approach and new tools. A help desk was the right solution in the early days. Users would call with an issue, and technicians would attempt to fix it as quickly as possible. IT was predominately in a firefighting mode and help desk software had a fairly singular focus: tracking incidents and open tickets as responsibility passed from one person to another. In order for your business to scale, you must move from a world of firefighting to one of forward planning and preventative maintenance. If you’re ready to shift from reactive technology support to proactive business service support, then it’s time for a service desk.
February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume II: Beware the Seven Deadly Sins
To provide a more proactive mode of service delivery and support, you must avoid committing these sins with your service desk. Volume II of this five-part series explores these seven deadly sins and reveals how they can be avoided or neutralized with an integrated centralized knowledgebase.
February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume III: Essential Process Automation Capabilities
Business process automation is a primary driver of many service desk implementations. Large or small, your business can benefit dramatically through process automation, increasing efficiency and reducing costs. While most service desk solutions offer automation of basic repetitive tasks, others take process automation to the next level through business rule designers. The right level for you will depend on the complexity of your business. Volume III of this five-part series explores the essential process automation capabilities that every service desk solution should provide, and how they can be leveraged to streamline your business
February 28th, 2012 | | Comments Off on Transforming from Help Desk to Service Desk – Volume IV: Getting Self-Service Right with Six Simple Steps
Customer self-service is far from new. In fact, industry analyst firm Gartner projects that by 2010 self-service will account for 58 percent of all service interactions, up from 35 percent in 2005. Yet many companies are still grappling with how to get self-service right. Volume IV of this five-part series reveals six simple steps you can take to help ensure customer adoption of self-service processes, reducing their need to interface with live agents and enabling you to focus service desk resources on more strategic, complex issues.
February 28th, 2012 | | Comments Off on Using the Voice of the Customer to Gain Business Benefit: How Customer Feedback Can Improve Business Performance
Despite the explosion in the number of ways customers interact with a company, benchmark research carried out by Ventana Research shows that contact centers handle the majority of customer interactions. As the primary interface point for customers, the center thus is the de facto face of the company, and how an agent handles an interaction can have a significant impact on perception of the company and its brand, and as a result on its business performance.
While managing customer expectations and needs is still a tricky process, help desk software has made it infinitely easier. Customer expectations are higher, which puts more of a demand on your customer service department, but help desk software allows you to better meet those expectations through quick responses and resolving of customer requests.
Customer service software gives businesses the opportunity to transform their existing service processes into world-class service operations that increase client satisfaction and loyalty, and create a solid competitive advantage.
