It is no secret that in the digital age, convenience and instant gratification are king. Convenience and speed are evident everywhere from cloud servers to text message jargon. Everything is designed and cultivated to be as quick as possible. But perhaps some things are meant to happen just a little bit slower.
Sometimes life gives you lemons. It happens to you personally and it will happen with your business too. From the small issues like late delivery of a customer's order to the big ones like a product recall that threatens the bottom line, the trick to handling lemons is learning to make them into lemonade. Here are some examples of companies who turned lemons into lemonade and some tips for how to do it yourself.
Service level is an important KPI in a call center. Basically, service level is defined as the percentage of calls answered within a specified number of seconds. A common SLA metrics example is 80% of calls answered within 30 seconds. This response time SLA is sometimes considered an industry standard, but customer service is about more than just a speedy response. Let's take a look at some of the other factors involved in setting service level goals and service level objectives.
Sometimes it is necessary to apologize. Apologies usually come after a mistake has been made. The idea of acknowledging that there is something to apologize for is off-putting to many businesses, but the fact is, mistakes sometimes happen. Whenever your company is dealing with customers who would like an issue addressed or have a complaint to make, an apology is a good place to start.
One generally presumes businesses and corporations when they think of IT department support. However, IT support for colleges and universities in the U.S. is growing exponentially in light of the technological revolution.
One such example is San Jacinto Community College (SJC). Based in Pasadena, Texas, SJC serves approximately 30,000 credit students and 2,500 faculty and staff. The IT department has 115 employees supporting three campuses, a District office and several extension centers.
MetroHealth System, a hospital system providing quality care for over 175 years, has a history of constant growth and expansion. With humble beginnings in 1837 as the Cleveland, Ohio city infirmary, serving a population of 6,000 people, it experienced exponential growth with the arrival of the industrial revolution. Today, MetroHealth is one of the largest and most comprehensive public health systems in the country.
With the advent of new technology comes the heavy responsibility of providing customer support and bandwidth to keep ahead of the dynamic growth of that technology. And even nano-second delays count in this day and age. Enter Dataram, a leading independent manufacturer of memory products and provider of performance solutions guaranteeing the performance of their products. Over the course of several decades, Dataram has developed premier memory, storage and software solutions to support its ever-growing database of customers.
Unlike the plot of many sci-fi movies, the human race has yet to be dominated by artificial intelligence. And since we are not living in the world of I, Robot or The Matrix, we still need smart individuals to work alongside the technology we use. Neither can achieve maximum efficiency without the other.
Integrating people and technology is a critical step in constructing efficient collaboration within a business. A lack of integration might hold any business back from achieving its maximum potential growth.
Colleges present different challenges for IT help desks than businesses. For starters, they have different customers and different hours. Students are extremely tech savvy, much more so than the average working adult, and possess high expectations not only for the technology available to them, but also for support.
In addition, students often use their own technology and work away from a physical campus. Unlike in a traditional business setting, in which employees mainly work on the company's devices, IT help desks must contend with compatibility issues more often.
Given these distinctions, it is not particularly surprising that a successful help desk for an institution of higher learning is fundamentally different from that of a business.
With today's mobile workforce, the ability to access answers to important questions quickly is a must. Meghan M. Biro at Forbes says there is a "need to maintain a corporate culture supportive of - and with technical and communications systems in place - to enable remote employees to be successful."
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