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Tag Archives: technical support
Contact Center Metrics: Resolve Matters
According to The Tortoise and the Hare, it’s not how you begin the race; it’s how you finish. Speed doesn’t ensure success. Instead, the tortoise’s strategy and resolve wins him the race. Here, VMC expert Ken Tebbetts gives us a … Continue reading
A Good Look At The Big Picture Of Service Desk Performance
It has been said that a picture is worth a thousand words. Taking a look at the big picture of how your service desk functions can really improve performance, as Andrew Vloedman explains. “To outsource a customer’s service desk, it is crucial to consider … Continue reading
The Right Tools for the Job
When you want a spiral staircase built, you need an artisan with a full complement of appropriate tools. Great tools in the hands of a novice will not give you a beautiful and structurally sound staircase. Conversely, a master carpenter would struggle … Continue reading
Posted in Customer Care
Tagged Andrew Vloedman, Assessment, Consulting, customer care, Customer Service, end-user support, Helpdesk, IT, Outsourcing, Service Desk, technical support, technology, VMC, VMC Consulting
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Benefiting from a Culture of Customer Satisfaction
The word totem comes from the Native American word odoodem that means “kinship group.” Totem poles convey legends or events significant to a particular culture. VMC Engagement Manager Ken Tebbetts shares how a particular culture within a contact center can … Continue reading
Posted in Customer Care
Tagged Contact Center, customer care, Customer Service, end-user support, Helpdesk, IT, Outsourcing, Service Desk, technical support, VMC, VMC Consulting
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How Much Does Your Service Desk Cost You?
If you break down on the side of a highway, the last thing you want to be sitting on the side of the road for hours. Not only is it dangerous, but you lose valuable time getting to where you’re … Continue reading
The Theory of Relativity Applied to Service Desk Staffing and Training
“Put your hand on a hot stove for a minute, and it seems like an hour. Sit with a pretty girl for an hour, and it seems like a minute. That’s relativity.” Einstein’s explanation of his theory makes sense in other realms … Continue reading
Why Seeing Double is Good for Service Desk Moves
Thanks to binocular vision and two retinal focal points that allow simultaneous, highly acute vision both forward and to the side, eagles in flight can spot a rabbit up to two miles away. It’s no wonder these birds have become … Continue reading
An Ounce of Prevention for Service Desk Transitions
Breathing into a paper bag, eating a sugar cube, and placing a penny on your tilted forehead are just three of many folk remedies for the hiccups. When it comes to onshoring a service desk, VMC’s Andrew Vloedman tells us … Continue reading
Service Desk Truths and Consequences
By weight, an average person is 200 million times the size of a mosquito. Yet, when a mosquito buzzes in your ear, it seems far from inconsequential. Sometimes small or subtle things have far greater impact than we’d expect. Service … Continue reading
A Closer Look at Offshoring vs. Onshoring Your Service Desk
As the saying goes, “Perception is reality”…or is it? Depending on the goals and experiences we use to filter and make sense of information, our view of reality may be either distorted or corrected. Here, we begin a conversation with … Continue reading
