Given ITIL’s ability to integrate with other forms of complementary best practice guidance, it makes sense to complement ITIL with a proven, well-established standard of best practices for support centers. That complementary guidance is the HDI Support Center Standard. Attend this webinar to...
06-08-2016 | 11:00 - 12:00 MT
A term increasingly being applied to multichannel-enabled call centers , which are evolved call centers that integrate the Internet and/or internal networks into their operations by expanding the number of contact channels available to customers. Contact centers use chat, email, remote control...
A support model in which an incident , problem , request for change, or question moves from Tier 1 ( Level 1 ) support (basic) through the highest or most sophisticated level based on time limits and service level commitments. #SupportModels #SupportCenter #ServiceDesk #Escalation
The frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. They are typically technical...
(1) The underlying cause of one or more incidents whose root cause is usually not known. (2) The words “problem” and “call” or "issue" are often used informally as all-encompassing terms for customer requests received from various communication channels. #ProblemManagement #ITIL #ITSM ...
A term used to describe the service desk or support center’s role as the customer’s one-stop resource for all support-related issues and requests. #ITSM #ServiceDesk #SupportOperations #SupportChannels #SupportCenter #SupportModels #ITIL
A notation created in the case management system or software that records the customer’s problem or service request. Each case is typically assigned a number; cases may be created from phone calls, email, chat, autologging , fax, social media, text message, mobile app, walk-up (in person), or...
The process of transferring a call without disconnecting. See also Handshake #SupportCenter #TechnicalSupport #CustomerService #SupportOperations
A term used to incorporate the multiple meanings for help desk , service desk , and contact center ; an entity that provides technical support to internal “end user” employees or external customers. #SupportModels #TechnicalSupport #SupportCenter #SupportOperations #CustomerService...
An approach to enterprise-wide support center management that treats several geographically dispersed support centers as if they were a single support center. #SupportOperations #BusinessAlignment #SupportCenter #SupportModels