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WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

11 months ago Hutch Morzaria 0
Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of service to customers before, during and after a purchase.” Now regardless of the type of Call (Contact) Centre you run you are always providing Customer Service. You can call the center a NOC (Network Operations Centre) a Technical Service Read More

KPIs AND THE IMPORTANCE OF MEASUREMENT

5 years ago Hutch Morzaria 0
DMAIC There is a great quote somewhere that goes something like – “If you cannot measure it, you cannot manage it!” … this is so true and especially so in the Customer Service and Operations area. There are great KPI’s (Key Performance Indicators) and not so great ones. The key is choosing the right one Read More

WHAT IS A HELPDESK?

5 years ago Hutch Morzaria 0
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss Read More

Measuring Performance

5 years ago Hutch Morzaria 0
“Measurement is the first step that leads to control and eventually to improvement. If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.”– H. James Harrington Performance management is all about measurement. This means knowing where you came Read More

Choosing What to Measure

10 years ago Hutch Morzaria 1
An old business axiom says: You can’t control what you don’t measure As a result, nearly everything in business is measured, tracked, monitored, analyzed, and benchmarked.  To flip this on its head a little bit though … should you measure what you can control or rather what is outside of your control?  While it is Read More

Measuring Performance

10 years ago Hutch Morzaria 0
Why do you measure performance?  Well probably the simplest and most common phrase (that I have mangled, but) that you might have already heard is “you can’t fix what you don’t know” or “you can’t manage what you don’t measure” or even “what you measure gets done“.  While these are all true in their own Read More

The 80/20 Rule

10 years ago Hutch Morzaria 0
If you’ve been in Tech Support or Help Desks for any length of time – especially from a management perspective you’ll be extremely familiar with something called the 80/20 rule.   Put simply it implies that 80% of your calls/contacts are generated from 20% of your issues.  If you are able to focus efforts on clearing Read More

How do you measure First Call Resolution?

10 years ago Hutch Morzaria 1
What is First Call Resolution? Probably the first question to answer is “What is FCR?” – In its simplest form it is a measurement used by most technical call centres to determine how often a customer’s call is resolved at the first interaction. Measuring FCR Now while this statement is fairly easy to make … Read More

What is a Helpdesk?

11 years ago Hutch Morzaria 0
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss Read More

KPI’s and the Importance of Measurements (part 2)

12 years ago Hutch Morzaria 1
Continuing from my previous post here, we’re going to get more in depth into KPI’s and their measurement now. How do I measure KPI’s? Get the data (whatever is important to you … if you use the examples previously mentioned, then track service outages by minutes for example vs. a specified date) into your spreadsheet or other Read More

KPI’s and the Importance of Measurements

12 years ago Hutch Morzaria 2
There is a great quote that goes something like – “If you cannot measure it, you cannot manage it!”  … this is so true and especially so in the Technical Support, Customer Service, and Operations areas. There are great KPI’s (Key Performance Indicators) and not so great ones.  The key is choosing the right one Read More