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40 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Expeditor,
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A person who executes quickly and effectively
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3 different roles
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Expert,
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A person with a high degree of knowledge, skill or experience in a particular field,
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an expert
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Customer Champion,
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A person who actively promotes and supports customers
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proactive support
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In the beginning
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Support centers were "back office" operations found in the basements, attics, and cleaned out storage closets
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technology growth
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When CSTs do not use the services provided by the support center, the organization is affected negatively in several ways
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Decrease productivity, decrease morale, staff turnover, los revenue and increased operating costs
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Negative impact
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The Help Desk resolve technical issues and a Call Center serves as a sales function
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These two support models are evolving into one, value-added Knowledge Center
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Help Desk and Call Centers support models
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Multi-channel methods of resolutions
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Email, self-healing, knowledgebase tools, case access, self-help and web chat
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6 tools of multi-channel support
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Email
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If a commom resolution exist, an automatic reply is drafted to the customer
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Exercise 1
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Self-healing
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Diagnoses software application problems and attempts to automatically fix them
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Exercise 1
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Knowledgebase Tools
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A database that is populated with solutions to real problems
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Exercise 1
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Case Access
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An efficient and reliable way of providing up to the minute case status info to customers
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Exercise 1
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Self-help
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Allows customers to search an online knowledge base using relevant words or phrases
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Exercise 1
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Web chat
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Real time customer support without using a pone or email
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Exercise 1
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The 6 benefits of a Knowledge Center
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Absolute Access
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The Knowledge Center's Role in the Business. The three driving forces of a best-in class organization
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3 components: Business Image, Business Impact and Company Culture
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The support industry began as:
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A back-office operation
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What results from customers not using the services provided by the support center?
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All of the above
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The three structual elements that every support center framework must have for success are:
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Strategy Statement, Service Level Agreement, and Standard Opeating Procedures
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Strategy Statement = Vision
SLA = Standards SOP = Provide Consistency |
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Strategy Statement is directed to all....
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Stakeholders [Everyone]
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What is the number 1 Marketing Tool?
a. SOP b. SLA c. Strategy Statement |
Strategy Statement
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Stakeholders
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What is OLA?
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Opeating Level Agreement
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Chapter 2-9
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SLAs includes
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Stategic Statement, scope of services, response time for each service, hours of operation, stated levels of quality and speed of services and key contacts for all issues
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Chapter 2-9
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One of the main elements of a SLA is defined severity or?
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Priority levels
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Chapter 2-10
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Primary response time is:
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The time that exists between the Customer first report of an issue and the time the support professinal address and resolve the issue
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Chapter 2-10
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Determining Response Times is based on:
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Productivity lost, number of customers affected, and the overall business impact
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Chapter 2-11
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What are the 2 levels of Impact
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Business and Technical
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Chapter 2-11
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Standard Operating Procedures are written & directed to:
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Support Professional
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Chapter 2-12
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Standard Opeating Procedures outlines
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best practices procedures
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SOPs are beneficial because they
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Provide Consistency
Strengthens teamwork Provide ease of Training for Mgrs. Makes customers comfortable |
Chapter 2-12
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A Strategy Statement is directed to:
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Stakeholders [everyone]
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What is the purpose of implementing a SOP
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To provide consistency thruout the organization
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The _________ is a great opportunity to market the Knowledge Center to Customers
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Strategy Statement
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Chapter 2-7
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A SLA is directed to
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Customers and the support center
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What are the three structural elements of a Support Center?
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Strategy Statemenet, SLA and SOP
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Alignment means that
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every element both governs and supports the others
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Chapter 2-13
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A strategy statement
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addresses the need for a well-defined vision & address all stakeholders
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Chapter 2-15
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Service level agreements
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help to create measureable standards. A negotiated contract between the support center and its customers
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Chapter 2-15
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Standard operating procedures
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provide established policies and guidelines, written for support professionals.
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TBD
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TBD
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High Impact Training top 10 issues
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Apprenticeship, Documentation, Learning Lunches, Conference Calls, Role-playing, Rotations Customer Greetings, Placing a Customer on Hold, Handling Customer Issues, Follow-up Techniques, Closing Case Reports
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Chapter 3-7
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