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 value of a metric that should cause an alert to be generated or management action to be taken; for example, “a priority 1 ( major ) incident not solved within four hours,” “more than five errors in an hour,” or “more than ten failed changes in a month.” #ServiceLevel #Metrics #SLA ...
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 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 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
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...
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
The concept that the service desk or support center is responsible for ensuring that an incident is resolved within the terms of the SLA and/or escalated as appropriately. Also known as cradle-to-grave support. #SupportModels #SupportOperations #IncidentManagement
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
A worker who is physically located somewhere other than fellow members of a team or company, but who is able to act as if there were no separation. For example, a support center staff may add virtual workers who are not in the support center, but who answer phones or e-mail as if they were...