While the service desk has always
been a key element of IT, helping users maintain maximum productivity is really
of strategic importance in this era of digital business. It is also more
difficult than ever to do this. As business environments become more complex,
users and their tools become more sophisticated, and business pressures become
more intense, games must improve to meet their challenges. The first step is to
demonstrate the responsiveness, skills, and experience of your IT organization
while ensuring that the outsourced service desk experience meets your expectations. Here
are five ways to achieve that goal:
Putting Relationships With People First
The service table revolves around
personal interaction, and its dynamics make a big difference in its
effectiveness. Hostile or remote relationships make users less likely to seek
the help they need, and can demoralize service desk staff who are ungrateful to
their customers. Investing in both your team and your clients is essential to
ensure a harmonious and productive relationship. You can think of it in terms
of three Cs:
Attention: Take into account the work environment and education you
provide to your help desk service staff. They project that positive perspective to
their clients when they feel comfortable, safe, and empowered.
Culture: Surprise your customers with the attitude and behavior
that you encourage. Customer defense is important. Staff must be proud to
represent the interests of their users. Make sure your DNA incorporates
continuous improvement.
Communities: Free experience and advice between users and staff
through forums, crowd sourcing and social tools, blogs, posts and comments.
Better communication produces better results.
Make A Strategy
This sounds trivial, but it's
easy to get caught up in daily work and lose sight of the big picture. To be as
effective as possible, you should:
Get To Know Your Customers, Get To Know Their Demands - get to know
customers' key business processes. Full awareness of the impact of the problem
is important for timely escalation and the participation of critical resources.
Define Success And Fine-Tune Processes - understand how to measure
performance with the right metrics, KPIs, and key success factors that align
with your business results. I will talk more about this in a future blog.
Manage Business Value, Not Just Cost - understand what your most
value is and adjust your investment and resources based on actual impact, not
just dollars or cents.
Enable The Correct Type Of Self-Service
The consumer workforce is a
fertile base of self-service, provided you do it the right way. Self-service is
ideal for meeting large numbers of pre-approved and well-defined service
requests. While you can apply self-service to specific high-volume incidents, a
priority of the world-class service desk is to reduce and eliminate such
incidents through problem management.
Is there too much self-service?
We all experienced a complex issue that clearly required personal attention
from helpful staff, but instead went through search results, navigated through
detailed IVRs and chats with too many chat scripts. I had to interact with the
bot. Self-service is an added value, not a barrier to live help. You don't have
to keep yelling "rep". Desperately.
Training videos can be good
self-service tools if they are created correctly, are rich in information, and
are digested into the correct snippets. You should not abuse simple concepts in
very long videos. Similarly, we don't want to burn people with feature-length
documentaries that cover too much on complex issues. Bite-size segments provide
the most effective and efficient learning experience.
Use The Best Technology
ITSM tools have evolved rapidly
in recent years, and service desks really need these next-generation
capabilities to get the job done. Self-service portals and social features help
users meet their needs, and geographic recognition features, mobile apps, and
remote control tools help staff get where they need them. Communication
channels include IVR, CTI, live chat, and video conferencing. For major
deployments and incidents, you must be prepared to provide massive information
and assistance via email, SMS, and your intranet.
The Future Is Now
The service desk must be as
innovative as the business it supports. Adopt a digital business model to help
desktops better serve them. Use predictive analytics to more effectively
predict and meet dynamic needs. Self-healing services and self-awareness
systems can improve uptime and performance of systems trusted by staff. Skill
development must be an ongoing process to meet dynamic business technology and
the changing needs of business and users. We continually review and adjust our
indicators to ensure constant effort and impact. And staying close to your
customers all the time will help you understand what they need now, what they
need tomorrow, and how to deliver a world-class helpdesk experience.
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