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Tag Archives: technical support
Responding to Changes
In the construction industry, the builder that can respond to changes by the architect or building owners quickly and efficiently typically finishes on-time and on-budget. That leads to more contracts awarded and success in business. Your service desk also needs … Continue reading
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Tagged Andrew Vloedman, changes, Contact Center, customer care, Customer Service, scaling, Service Desk, technical support
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Yin and Yang: What Comes Around Goes Around
Ever notice how many things are naturally interdependent? When people are unfriendly, it rubs off. Likewise, people in a good mood can be very contagious with their smile. This “action-reaction” law of nature is important in understanding how to manage … Continue reading
Taking a Look at the Big Picture
It has been said that a picture is worth a thousand words. Focusing in on 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 … Continue reading
The Right Tools for the Job
When you want a beautiful spiral staircase built, you need an artisan and 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 … Continue reading
The Value Equation of Service Desk
The traditional equation of value is a function of quality and price. Measuring value from your service desk also may include satisfaction, speed and other variables. We spoke with Andrew Vloedman for insight into optimizing value from your service desk. … Continue reading
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 Art of Training
Aristotle said that excellence is an art won by training and habituation. In a contact center or helpdesk environment, having agents who are well-trained is critical to the success of every program. We talked with implementation expert Lynn Gerstner about … Continue reading
Building a Contact Center in Zero to Sixty
The time it takes to accelerate from 0 to 60 mph is a commonly used performance measure for automotive acceleration. It also happens to be the amount of days it took to go from concept to calls at VMC’s newest … Continue reading
