For years now, many businesses have been moving to create a customer-focused culture. Putting together teams to work on projects that are too large for one individual is not a new concept either. When a team works together, it should be with the same customer-focused mentality that the business always strives to promote.
"Your call is important to us. Please hold for the next available representative." The previous two sentences are likely among the most hated in the English language. At one time or another, everyone has had to give up the Google search and call the company help desk. Cue the elevator music and wait, and wait, and wait… or not. It is time for companies to stop putting their customers on hold and start solving their problems.
The help desk is the face of the IT organization—it must be efficient and credible, or else it will bring negative consequences. However, the traditional help desk is antiquated and completely unprepared to keep pace with exponentially evolving business demands.
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.
Dreading that email from your customer service team that tells you a customer has escalated a complaint? You shouldn't be. Giva's recent TMCnet article "Customer Escalations: Why You Should Reward Customers Who Complain" explains how an escalation can be a good thing.
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.
When students are considering potential universities, they are increasingly weighing and comparing each university's technology offerings. More so than ever, it is critically important for IT help desks to fully understand all the constituencies the university handles. For "traditional" and "nontraditional" students, the university IT help desk is essential and incredibly helpful when network or software issues arise. Also, faculty and academic researchers expect an IT help desk to be intelligent and capable.
Workforce diversity entails that people from a mixture of cultures, ages, backgrounds, and races are working together. In recent studies, workforce diversity has been found to be valuable for public organizations and private firms. According to the IOSR Journal of Business and Management, these five factors are common benefits of workforce diversity:
A service catalog is an electronic list of products and services made available to all divisions within a company as well as the company's clients. John Sundberg, author of the article "Technology of Business Alignment: Leveraging Service Catalogs Throughout Enterprise," makes the analogy that a service catalog is similar to a company's personalized Amazon.com, since it is a web-based interface that allows employees to "shop" for and request services. Once the "order" is placed, the service requested is monitored in real-time until the service is complete.
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.
Dataram hit a bump in the road to continued success when preparing to launch RAMdisk, a new high volume software product.