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 single point of contact (SPOC) between the service provider and its users. A typical service desk manages incidents and service requests and handles communication with the users. #ServiceDesk #ITIL #SupportModels #SPOC #ITSM
A responsibility to assist with all products or areas of assistance that is shared between all or most support partners, accomplished by spending a determined amount of time with each area or function. #TechnicalSupport #Staffing #SPOC #WorkforceManagement #SupportModels #People ...
Inbound calls that are directed to an analyst’s extension (bypassing the ACD ) rather than to a general group. These may be personal calls or calls from customers who dial the analyst’s extension. Except for family and personal business, these types of calls should be kept to a minimum since...
The process by which a service desk or support center employee verifies via outbound contact that the customer’s problem or situation has been solved to the customer’s satisfaction. #CustomerExperience #CustomerSatisfaction #CustomerService #ServiceDesk #SupportCenter ...