Analogous to First Call Resolution , but inclusive of all contact channels. The incident, problem, or request is resolved to the customer’s satisfaction via the initial contact, and no further action is required. A clear definition is required (for each channel) of what constitutes a...
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...
The principle that the individual who receives the initial contact is the individual who is responsible for that customer problem , incident , question, or error until the case is closed, even if the case is forwarded to another individual or group. Also known as “touch and hold” and, in the...
The process responsible for managing the lifecycle of all problems . Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. #ServiceLevel #ITSM #IncidentManagement #ITIL #ProblemManagement ...
A call from a user or customer to ask about the status of their incident or request . Generally, these occur when either the customer's expectations have not been properly set, or when the incident or request is taking longer than expected, and this has not been communicated with the user or...
A formal plan for implementing improvements to a process or IT service . An SIP is managed as part of a continuous improvement process. #Processes #ITSM #CustomerExperience #BusinessAlignment #ContinualServiceImprovement #BusinessValue
A customer-oriented culture ; the objective of a service culture is customer satisfaction and servicing the customer to achieve their business objectives. #Staffing #CustomerExperience #CustomerSatisfaction #Culture #CustomerService #HumanResources #People #BusinessAlignment
See Self-service . #CustomerExperience #SupportModels #SupportOperations #CustomerService
A call from a caller who “retries” when they get a busy signal. #CustomerExperience #SupportOperations #TechnicalSupport #CustomerService #SupportChannels
A statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...