Archive for February, 2011

Customer Service Quiz – Help Desk Software Best Practices – From

February 24, 2011 2 comments

Customer Service Quiz from the Help Desk Coach & for your IT Help Desk:

How user friendly is your help desk? The well respected help desk delivers highest levels of customer satisfaction and while handling calls efficiently. The help desk professionals interact effectively with users to minimize frustration, understand the problem, communicate a solution, and educate the customer.

Evaluate your help desk’s effectiveness and proactivity in dealing with customers.

Rate your help desk on the following customer service issues:

1.  Are your tech support agents generally able to resolve issues in one call?

2.  Are your tech support professionals able to guide the customer tactfully and efficiently from frustration to problem solving mode?

3.  When your users have unrealistic expectations, are your help desk analysts able to tactfully reset expectations?

4.  Are your users more likely to first consult a self help knowledge base or FAQ list after being prompted to do so by tech support?

5.  When delivering desktop support, do your techs briefly check for potential problems before leaving user site?

6. When resolving a problem, do your agents recognize the teachable moment
when the user is most receptive to learn how to help themselves next time?

Get the rest of the quiz — along with scoring and results – at!


Categories: Quizzes

5 Pillars of Help Desk Success –

February 24, 2011 Leave a comment

5 Pillars of Help Desk Success
As the Help Desk Coach, I’m often asked what does it take to make a great help desk? The best of the best help desks emphasize the focus on the following factors to assure user satisfaction, reputation for excellent customer service, and able and motivated agents.

1. People. The best help desks hire right. They hire agents with technical aptitude and a customer friendly attitude. While technical knowledge can be provided to an agent with aptitude, it is almost impossible to re-wire an unwilling attitude.
2. Practices. Effective and efficient help desks have well thought out ways of handling customer contacts, and supporting end users. In following best practices the help desk sets standards and strategies for delivering support.
3. Tools. The most efficient and effective help desks utilize targeted technology and appropriate tools. The more targeted the software and hardware to the help desk support needs, the more productive the help desk. A robust software package is only as valuable as the useful and used features. Hardware is only useful when it functions predictably and enables user productivity.

…see site for rest of article!

The Help Desk Rings In the iPhone — Calling all Help Desks!

February 9, 2011 1 comment

According to the latest survey, IT and help desk professionals are weighing an increasingly important emphasis on smart phone integration with the help desk.

The proliferation of the iPhone — and other smart phones — has created a real need for support managers to ensure a high level of integration between the customer service and help desk with devices that actual users are, well…using.

Here are the latest poll results. Check back at periodically for updated responses and additional polls.

Poll: How Important is PDA and iPhone Integration for your Help Desk Software?

Very Important
Somewhat Imporant
Moderately Important
Not Important

Categories: Polls

It’s always about those dreaded passwords…!

February 1, 2011 Leave a comment

Passwords are the bane of the help desk world, with related issues (e.g. “forgot my @#!*% password!!!”) soaking up 30% or more of the average help desk technician’s time.

There’s been a lot of focus  around password management this week. See these related articles in BusinessWeek for example:

Here’s an excerpt from the above article, on a new possible security standard being proposed by the federal government to help standardize passwords via fingerprinting and other means of personal ID recognition. This is *very interesting* stuff and could go a long way in relieving some of the ‘help desk burden’…at least when it comes to password management!

A security standard could also cut the size of Internet company help desks, says Bruce McConnell, a counselor for national protection at the Homeland Security Dept. “The highest cost element of help desks is dealing with lost passwords,” he says. Another plus: A trusted online ID may encourage doctors to prescribe more drugs electronically, helping to save 3 million sheets of paper a year, McConnell says.

The federal government is developing the standards for the security and verification plan, but it will be voluntary, and companies that use the system will manage it. There will be no central database of user information, Commerce Dept. officials say, removing concerns over privacy. Instead, each company will maintain its own database of customers, and anyone logged in by one company would be considered safe by others using the system.



Categories: Passwords
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