We were pleased today to have two eloquent speakers tell us about their experience managing help desks, specifically concerning their tracking and knowledge management systems: Suzanne Wichterman, Manager, IT Customer Contact and Administration from the Federal Reserve Bank and Jean Ritala, IS Technical Services Manager from Mystic lake Casino.
Both have been working with help desk or call center staff for a while and both work in industries that are stringently regulated and where security is a premium.
Both track call numbers, open tickets, ticket issues, time of calls, calls by department, calls by help desk staff, and more. It was very interesting to hear how they have used their software to automate the escalation process (handing off questions to more experience people or subject specialists as needed). We talked a bit about how the difficult part of escalation can be getting clients (or patrons) to understand that they might not be the top priority. For examples a downed server or a request from the CEO may take priority over a consultant's need for access.
Jean and Susie have each developed a database of articles - (similar to frequently asked questions) - for staff to use to solve popular problems. Each has staff members that contribute to the articles and each is working towards making this database available to more people.
Susie had a great line for us from David Radcliffe of Pink Elephant - "If you're a fool with a tool, you're still a fool."Jean explicitly built a business case for metrics:
Denise Cumming created a terrific list of resources for attendees:
Help Desk Institute (HDI) is the world's largest membership association for the service and support industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for customer service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide (including 90% of the Fortune 500) and more than 50 active U.S. and Canadian local chapters.
Help Desk Institute
6385 Corporate Drive, Suite 301
Colorado Springs, CO 80919
(800) 248-5667 Toll-Free
(719) 268-0174 Telephone
(719) 268-0184 Fax
List of Vendors:
Network Associates Inc. (or http://www.magicsolutions.com/)
Computer Associates International Inc.
HEAT FrontRange Solutions Inc.
Epicor Software Corp.
Notes courtesy of Ann Treacy