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 example is 80% of calls answered within 30 seconds. This 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.
If your business requires working with an eHealthRecord (EHR), consider investing in some change management software to help out your IT department. Having a change management module as part of your help desk will make it easy for employees to put in a Request for Change (RFC) for the eHealthRecord. Change management has many benefits for any IT department.
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.
Is it time to choose help desk software for your business? In a recent InformationAge article, Giva offers advice on selecting the right help desk software in "How to Choose the Right Help Desk Software: a Step-by-Step Guide."
Choosing the right help desk software takes a significant amount of time and thought. Figuring out what your company needs to provide customers with the best possible service should be a team effort. Giva's article helps your company choose a help desk software that will meet the needs of everyone in your business.
Effective knowledge management (KM) is essential to almost any business. Regardless of its size or subject matter, a company should use the knowledge it possesses in the most effective way possible. Techopedia gives a detailed definition of KM, but essentially KM is about sharing information and applying it to situations. KM helps to create a sort of "knowledge network" so that when someone does not know something, they have an easy way to find an answer. Here are some reasons why KM is important for businesses:
If you have worked in any kind of customer service position, chances are you have heard the phrase, "The customer is always right," from those in management positions above you, who hoped to instill some sense of diplomacy within you during your often rushed training sessions. What these managers often fail to explain (but we all very well know) is that the customer is not always right, but in most cases, you should make them feel that you understand their complaints and will take everything they say into consideration in order to make their future customer service experience better. Focusing on customer retention and satisfaction will build a better brand for the company through everyday subtle marketing and results. You want to gain a reputation for excellence and accountability when things go wrong. There are two important ways to do this—diplomacy and accountability, which both go hand in hand, and survey and application, which are two of a kind.
Is your company's help desk up to date? Test your business with Giva's recent article 13 Ways to Develop Your Company's Help Desk Best Practices to find out what your company does well and what they can improve on.
A strong help desk is often the cornerstone of good customer service. Your company needs to be sure that its help desk is optimized and that your customers are getting the service they deserve. Giva's article suggests various tools and strategies for developing a help desk that satisfies your customers' needs.
There comes a time in every person's life where they face what can be a dreaded situation—a lack of knowledge on a subject. Whether you missed the memo or just genuinely have a lack of knowledge of the subject at hand, this can be a very embarrassing situation. This is especially true when you are in a business or professional setting, and people depend on you to have all of the answers.
When it comes to the help desk of any business, customer service is key. However, with the constant evolution of business and methods of doing things comes advancements that are cost effective, businesses must make sure they are also customer service friendly. Many businesses have taken to implementing "smart technology" as a first response system for customer service and distress. If you have ever called a business with a question only to get a computer system that takes you around and around before you even get the option to speak to an actual customer service representative; it can be quite frustrating. With all of the cost saving technology that is coming into existence and being implemented into customer service programs, it is important to remember that serving the customer is the actual goal.
In business, companies are always looking for new techniques to ensure customer loyalty and capture new customers into a relationship of lifelong loyalty to their brand. Believe it or not, there is a very simple, even old school technique for garnering this kind of loyalty from your customers. It's simply aligning your business brand, whatever that may be, with customer service. You may not think something as simple as this can actually generate new business, but It would be a mistake to discount it because of its simplicity.