OK, to start with it's not a desk that helps people! A help desk is a team of individuals (generally...
One important thing to remember from a Customer Service point of view is that the last person you speak to...
When was the last time you had a coffee? I don't mean in the office, but in a regular takeout...
The key things you need to remember if you're using Excel or any staffing program is to ensure that your...
Fortunately (and unfortunately) as a Manager you will frequently get involved in the process of hiring new staff. The unfortunate...
An extremely funny story that demonstrates the importance of listening to your customers. This is some correspondence which actually occurred...
A very important point to remember at all times is that you need to have a more aggressive Internal SLA...
Skill-Based RoutingSimpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best...
Escalation Matrix -OK, great, we've got an SLA, we have the appropriate staff in place to take the call when...
SLA - this is a difficult one. You obviously want to offer all of your customers the premier, best in...
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Erlang 'C' is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and...
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Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now. How do I...
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There is a great quote that goes something like - "If you cannot measure it, you cannot manage it!" ......
