Giva Blog Categories : Insights For Customer Service Leaders

What Are Benefits of a Knowledge Base for IT Helpdesk?

Unfortunately, there is no universal definition of knowledge management (KM), just as there is no agreement as to what constitutes knowledge in the first place. For this reason, it is best to think of KM in the broadest context. KM is the process through which organizations generate value from their intellectual and knowledge-based assets. Most often, generating value from such assets involves sharing them among employees, departments and even with other companies in an effort to create best practices. KM is not technology. It is a process. IT often facilitates KM.

What benefits can companies expect from KM?

Some benefits of KM correlate directly to bottom-line savings, while others are more difficult to quantify. In today's information-driven economy, companies uncover the most opportunities — and ultimately derive the most value — from intellectual rather than physical assets. To get the most value from a company's intellectual assets, KM practitioners maintain that knowledge must be shared and serve as the foundation for collaboration. Yet, better collaboration is not an end in itself. Consequently, an effective KM program should help a company do one or more of the following:

+ Foster innovation by encouraging the free flow of ideas

+ Improve customer service by streamlining response time

+ Boost revenues by getting products and services to market faster

+ Enhance employee retention rates by recognizing the value of employees' knowledge and rewarding them for it

+ Streamline operations and reduce costs by eliminating redundant or unnecessary processes

These are just some relevant examples. A creative approach to KM can result in improved efficiency, higher productivity and increased revenues in practically any business function.

See https://www.givainc.com/knowledge-base-software.htm for Screen shots and Report examples.

See https://www.givainc.com/knowledge-base-software.htm for a White Paper on Knowledge Base ROI.

Measuring Customer Service Representitives Objectively

 

Who should I reward, who should I warn and who should I terminate?

 

C level executives focus on leverage points to make changes or influence that have a high payback for every unit of effort and time. Said another way..they want a big bang for buck of their efforts so they look for high leverage activities that have a big impact.

If you run an internal IT help desk….for example, a law firm or a hospital or other technology driven entity..…you have significant influence on the productivity of other internal people that the company pays a lot of money to show up every day and produce and generate revenue.…that's a leverage point.

If you run a customer service operation ….you have a lot of influence whether customers will buy more products/services…it's a leverage point. Anybody your company lets talk to customers is the face of the company and in a very influential position. Sure sales people generate revenue but customer service folks keep the customers coming back with their checkbooks….or not coming back.

C levels want well-oiled machines…and they know that the only way to achieve this is to have the absolute most talented employees.  The best and brightest leaders are fair and decent people. They want to reward, warn and terminate using objective data (i.e. metrics), but they rarely get it because it's often too hard to get this kind of information quickly from call tracking systems.

See examples of the kind of information that you can use to reward, warn and terminate:

IT Help Desk Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

or
Customer Service/Call Center Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Are Metrics and Key Performance Indicators (KPIs) Important?

Metrics and Key Performance Indicators (KPIs) are important for CIOs and VPs of Customer Service because:

 

1. Measure Performance- Team and individual.

2. Benchmarking against Industry for continuous improvement.

3. Financial…for budgeting and pay/incentive plans. Need to understand workloads…Add and subtract headcount and technology expenses. Tie your contribution to revenue as much as possible.

4. Marketing..With 17% unemployment (don't believe government numbers), you have to show your company that you're smart, competent and deserve your paycheck every 2 weeks! Keep your resources…make a business case to get more resources…no better way than with metrics…objective data will rule many decisions made in today economic environment.

 

See more at:

IT Help Desk Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

or

Customer Service/Call Center Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

KPIs to Reduce Call Volume & Increase Customer Satisfaction

Customer Service VPs & Directors - Senior Customer Service Leaders Webinar Series

 

As a VP/Customer Service Director, do you know how to use metrics and key performance indicators (KPIs) to turn your organization around?

Are you struggling with what you should measure and how to do it?

At this Webinar, you will learn to:

  • Utilize metrics to hold people more accountable; who to reward, who to warn and who to terminate
  • Reduce the amount of time you spend building and running reports
  • Build incentives into your organization to change behavior
  • Proactively identify trends and patterns to take corrective action when necessary

Attend this Webinar and receive a complimentary series of White Papers on how to better utilize Reports, Metrics and KPIs to reduce call volume and costs and increase customer satisfaction.

This complimentary and informative Webinar is hosted by Giva, Inc.

 

Click here to Register.

Visual Reporting to Identify Trends and Patterns

Giva® announces the industry's first visual reporting tools for customer service and call centers. Real-time reports with high volumes of complex data sets can be generated within seconds, allowing managers to instantly identify emerging trends and patterns to facilitate better and faster decision making. Most of the real-time visual reports run in ten seconds or less with visual representation of data and drill-down capability.

"Giva's new visual reporting tools have allowed us to reduce the amount of time we spend running daily, weekly and monthly reports by approximately 35%", said Tom Sultenfuss, President, ContactWorks. "This translates directly into lower labor costs and higher quality information and much higher client satisfaction. We can see our customer service metrics more visually and with detailed granularity."

The new reporting tools feature full color, high contrast charts and graphs that allow for more graphically driven data presentation to better understand relationships between all the call data. Metrics, business analytics and key performance indicators (KPIs) are now displayed with more graphs and charts and allow customer service and call center managers to better identify emerging problems, issues, trends and patterns so that systemic changes can be made.

This release significantly benefits outsourced call centers which like to focus on increasing first contact resolution, increasing customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva's visual reporting tools make identifying trends and patterns easier and quicker and with less time building, running and reviewing reports. Customer service managers can also finally measure differences in performance between individuals and teams with data driven objectivity to know who to reward, who to warn and who to terminate.

"Reporting and dashboards are significant Giva differentiators and areas in which Giva will continue to provide industry innovation", said Ron Avignone, founder of Giva, Inc. "This new release continues to set us apart and further establishes Giva as a customer service/call center industry leader".

Learn more by taking a tour of Giva's customer service/call center reports, charts and graphs or sign up for a no obligation 30 day trial of Giva.

About Giva:

Giva is an award winning provider of SaaS (Software-as-a-Service) Web-based ITIL Help Desk,Customer Service/Call Center and Service Desk cloud based computing services. Giva's visual reporting tools, management dashboards and intuitive design, make it very powerful and at the same time very easy-to use. Customizations are all point and click (i.e no programming necessary) and along with the cost and quick deployment advantages of SaaS, the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.

About ContactWorks:
ContactWorks is a US-based contact center company that provides customized, scalable customer contact solutions. ContactWorks handles projects of all size and complexity and can source projects on-shore, near-shore and off-shore to achieve the desired objectives. Services include inbound customer service, technical support/help desk, customer acquisition/retention and order management.

How to Select the Best Outsourced IT Help Desk Partner

Giva® announces a webinar series on how to select the best IT service desk/help desk outsourcer. This webinar will help attendees build a Request for Proposal (RFP) and avoid mistakes that even the most experienced CIOs/IT Directors make when selecting an IT outsourcing partner. The webinar will be held on Oct. 21, 2010 at 11 a.m. EDT and Nov. 18, 2010 at 11 a.m. EST.

CDC Global Services, a Gold Certified Microsoft partner with more than 20 years of experience deploying Microsoft applications, is co-hosting the webinar.

"It's difficult to draw distinctions between IT service vendors unless you ask the right questions at the beginning of an outsourcing relationship," said Todd Stuchlik, director of managed services of CDC Global Services. "It's also difficult to get started in the requirements gathering process to build an RFP with just a blank slate."

Many organizations that are considering outsourcing are already understaffed and over burdened with IT projects. This complimentary webinar will help attendees quantify the economic benefits and costs of IT service/help desk outsourcing. Attendees will also learn how to lead the vendor qualification process with expertise and negotiate the best IT service/help desk outsourcing agreement for their company.

"Effectively coaching your IT team on how to shortlist the right service desk/help desk outsourcers for a rigorous vetting process is not familiar to many CIOs/IT Directors since it's not done on a routine basis," said Ron Avignone, founder of Giva, Inc.

Click on IT Service Desk/Help Desk Outsourcing to register for this complimentary 45 minute webinar or download the White Paper.

 

About Giva:
Giva is an award winning provider of SaaS (Software-as-a-Service) Web-based ITIL Help Desk and Customer Service/Call Center cloud based computing services. Visual reporting, management dashboards and an intuitive design, make the Giva Service Management™ Suite very powerful and at the same time very easy-to use. Customizations are all point and click (i.e no programming necessary) so the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants. Giva is a private company headquartered in Santa Clara, California and serves customers worldwide. Learn more by taking a tour of Giva's IT Help Desk Reports and Customer Service/Call Center Reports or sign up for a no obligation 30 day trial of Giva.

 

About CDC Global Services:
CDC Global Services provides IT consulting services, including platform-specific services for Microsoft and SAP, as well as project management, staff augmentation, managed-help desk solutions and a full range of business process outsourcing offerings. It can also provide hardware for data collection and RFID, through partnerships with some of the industry's most formidable vendors. CDC Global Services embraces a customer-first approach being able to draw upon a wide range of expert resources to address each customer's unique business needs, while keeping their best interest as a top priority. CDC Global Services customers benefit from streamlined vendor management and the ability to control project costs, while being able to access the right IT resources through a singular point of contact.

Service Desk/IT Help Desk Assessment Questions

25 Questions for Measuring Service Desk/Help Desk Maturity

This 25 Question Assessment Excel developed by Giva Partner, CDC Global Services, provides a simple and quick method for gauging the maturity level of your Service Desk/Help Desk.

This Service Desk/Help Desk Assessment Excel tool has 5 sections:

  • Processes & Best Practices-How well defined and documented are the Service Desk/Help Desk processes?
  • Organizational Integration-Is the Service Desk/Help Desk a valuable contributor to organization success?
  • Technology Optimization-How mature are technology solutions?
  • Staff Development-What is the professional level and commitment of the Service Desk/Help Desk staff?
  • Information Management-How well does the Service Desk/Help Desk utilize metrics for customer satisfaction, call reduction, root cause and self-improvement?

To determine the maturity level of your Service Desk/Help Desk, compare your score with the information found on the Maturity Index tab. The Maturity Index is scaled from a high of "Actualized" which operates in a fully proactive mode with clearly documented processes and full integration with the rest of the organization, to a low of "Nonexistent."

Service Desk Assessment Level of Impact

Click "Download White Paper" to obtain a copy of this Service Desk/Help Desk Assessment Excel and instructions for using it.

Change Rejection Reason-IT Change Management Software

Easy-to-use Change Rejection Reason Report-Giva eChangeManager

The Change Manager rejects RFCs based on many reasons. For example, the request may be a duplicate. Typically, rejections should be the exception. The purpose of the Change Rejection Reason Report is to provide information about the various reasons for rejections so that process improvements will reduce the rejection volume and reducing the Change Manager workload. This report queries all rejected RFCs. In addition, you can further define the search by Service Group(s), Priority(s), Scope(s), Change Category(s) and date range.

 

To learn more, view the eChangeManager demo!

20 Tough Questions to Qualify Any Software or Cloud Vendor

Quickly Determine the True Character of Vendors

How can you more quickly qualify and evaluate SaaS customer service and IT help desk software vendors?

This white paper discusses twenty groups of penetrating questions to ask SaaS Customer Service and IT Help Desk software vendors to determine their true character. A SaaS vendor is like a spouse. While "Dating" it is better to understand what life may be like after the "Honeymoon" is over. Ask these questions early in your qualification process to focus on the vendors that will be there for you long after they have your company's money. Use these questions to poke and prod at your list of vendors and then listen very carefully when they speak. What you learn will save you a great deal of time and money. Make sure to get their responses in writing!

Some topics covered include:

  • Uptime service level agreements
  • Support service level agreements
  • How to qualify a Data Center
  • Access to your data & rights
  • Source code escrow
  • Termination clauses, contract lengths, discounts, hidden fees
  • What if my company is dissatisfied?
  • What if my company finds better technology?
  • Deployment "out-of-box" or at what cost?
  • Preparing a TCO and comparing it to other alternatives
  • Vendor product roadmaps and commitment
  • Post implementation customization/configuration
  • Routine support vs. professional service fees

Click "Download White Paper" to read more about the twenty tough questions to ask to better qualify SaaS customer service and IT help desk vendors.

10 Tough Questions to Better Any Software Vendor

Quickly Determine the True Character of Vendors

 

How can you more quickly qualify and evaluate customer service and IT help desk software vendors?

This white paper discusses ten groups of penetrating questions to ask any software vendor to determine their true character. A software vendor is like a spouse. While "Dating" it is better to understand what life may be like after the "Honeymoon" is over. Ask these questions early in your qualification process to focus on the vendors that will be there for you long after they have your company's money. Use these questions to poke and prod at your list of vendors and then listen very carefully when they speak. What you learn will save you a great deal of time and money. Make sure to get their responses in writing!

Some topics covered include:

  • What if my company is dissatisfied?
  • What if my company finds better technology?
  • Deployment "out-of-box" or at what cost?
  • Preparing a TCO and comparing it to other alternatives
  • Most overlooked critical details about software maintenance
  • Vendor product roadmaps and commitment
  • Post-implementation customization/configuration
  • Routine support vs. professional service fees
  • Service level agreements to manage the relationship
  • Termination clauses

Click "Download White Paper" to read more about the ten tough questions to ask to better qualify customer service and IT help desk vendors.

 

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Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms