Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.
View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 
17268 posts

Uber Geek
+1 received by user: 4939

Trusted
Lifetime subscriber

  Reply # 1038712 8-May-2014 01:26
One person supports this post
Send private message

MadEngineer: Was is passed tense. I do apologise for the generalisation as I've had call backs from the mobile team.

But you have to create an entry in your outlook? Wow. Do service providers not realise what a difference it would make if their helpdesk software had a built in schedule or a proper ITIL setup?

As the it guy for my workplace I use such software that leaves jobs open until they're closed with confirmation from the requester but not only that, I make a point of going over the past weeks work and I look for opportunities to make those follow up calls to double check that they're still happy. I see all ISPs now ask "was there anything else I could help you with" at the end of a call. Yes there is - you could help by taking up that promise to call back!

If I can do it, a large corperate can too. It would make a point of difference for any ISP that would implement such a basic service.


I am sorry, I disagree. It's MUCH easier to do things with 1 person who fully understands the procedures, is invested in the solution and controls the entire solution end to end. Scale that to 50-100 people (objections known for being fallible), and the problem becomes considerably.

1543 posts

Uber Geek
+1 received by user: 381


  Reply # 1038863 8-May-2014 11:01
Send private message

Oh for sure, but a team that size should be given proper tools.

17268 posts

Uber Geek
+1 received by user: 4939

Trusted
Lifetime subscriber

  Reply # 1038868 8-May-2014 11:06
Send private message

MadEngineer: Oh for sure, but a team that size should be given proper tools.


All the tools in the world won't help if they aren't used and trained properly and QC is much harder on groups than individuals.

5792 posts

Uber Geek
+1 received by user: 1727

Trusted

  Reply # 1038871 8-May-2014 11:07
Send private message

MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.




Steam: Coil (Same photos as profile here)
Origin: Scranax
Currently playing on PC: Rust, Subnautica, CS:GO, AOE2 HD, BeamNG Drive, BF1.


17268 posts

Uber Geek
+1 received by user: 4939

Trusted
Lifetime subscriber

  Reply # 1038872 8-May-2014 11:09
Send private message

TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


 

Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.

5792 posts

Uber Geek
+1 received by user: 1727

Trusted

  Reply # 1038881 8-May-2014 11:18
Send private message

networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.




Steam: Coil (Same photos as profile here)
Origin: Scranax
Currently playing on PC: Rust, Subnautica, CS:GO, AOE2 HD, BeamNG Drive, BF1.


12603 posts

Uber Geek
+1 received by user: 5916

Trusted

  Reply # 1038886 8-May-2014 11:30
Send private message

TimA:
networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.


A decent Ticket Management system should be more than sufficient for queue management including scheduling call backs etc with out the need for interface or use i=off other applications. The good ones e.g Remedy have ITIL principles coded makining SLA compliance easier and trackable and applying tracking metrics.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


5792 posts

Uber Geek
+1 received by user: 1727

Trusted

  Reply # 1038892 8-May-2014 11:36
Send private message

KiwiNZ:
TimA:
networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.


A decent Ticket Management system should be more than sufficient for queue management including scheduling call backs etc with out the need for interface or use i=off other applications. The good ones e.g Remedy have ITIL principles coded makining SLA compliance easier and trackable and applying tracking metrics.


BMC remedy is one. But hey, I dont make decisions on how to use business tools so i can suggest a process improvement. Thanks for input.




Steam: Coil (Same photos as profile here)
Origin: Scranax
Currently playing on PC: Rust, Subnautica, CS:GO, AOE2 HD, BeamNG Drive, BF1.


12603 posts

Uber Geek
+1 received by user: 5916

Trusted

  Reply # 1038896 8-May-2014 11:42
Send private message

TimA:
KiwiNZ:
TimA:
networkn:
TimA:
MadEngineer: Oh for sure, but a team that size should be given proper tools.


Calenders in outlook works perfectly. What are you suggesting? Another calender that does the same thing. If you know how to use outlook its a very efficient process.


Doesn't work for larger groups, unless you use something like exchange where people can see each others. Ticketing systems are designed for helpdesks and work much more efficiently.

For an individual, an outlook calendar is fine.


We have ticketing systems integrated with ours. But im speaking of if i was to arrange a call back or alike i would use outlook.


A decent Ticket Management system should be more than sufficient for queue management including scheduling call backs etc with out the need for interface or use i=off other applications. The good ones e.g Remedy have ITIL principles coded makining SLA compliance easier and trackable and applying tracking metrics.


BMC remedy is one. But hey, I dont make decisions on how to use business tools so i can suggest a process improvement. Thanks for input.


I appreciate that, If you need to use Outlook to manage call back you need to put pressure on the purse holder to stump up with a better system. CSR's, Analysts etc  have a hard enough job without the tools adding to their burdens. I made it my mission when ever I took over a team to review all tools
as part of my push to improve.

If you are having to move between tools you are adding needless steps to the job which leads to slow downs and oversights, also tracking becomes more difficult. It doesn't take much to blow out queues, call wait and loss rates and shattered SLA's.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


1543 posts

Uber Geek
+1 received by user: 381


  Reply # 1039003 8-May-2014 13:38
Send private message

If a csrs outlook event isn't placed on a shared calendar then tough titties if they're sick the next day or just plain decide they can't be bothered calling back. If the schedule is added to a ticket then there's no escaping it as the deletion will show in the ticket history.

I'm speaking from experience where this is clearly a problem for Vodafone where it got to the point that I'd laugh when promised call backs and even after confirming that they really will call me back - they didn't

1 | 2 | 3 
View this topic in a long page with up to 500 replies per page Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Microsoft Dynamics 365 Business Central launches
Posted 10-Jul-2018 10:40


Spark completes first milestone in voice platform upgrade
Posted 10-Jul-2018 09:36


Microsoft ices heated developers
Posted 6-Jul-2018 20:16


PB Technologies charged for its extended warranties and warned for bait advertising
Posted 3-Jul-2018 15:45


Almost 20,000 people claim credits from Spark
Posted 29-Jun-2018 10:40


Cove sells NZ's first insurance policy via chatbot
Posted 25-Jun-2018 10:04


N4L helping TAKA Trust bridge the digital divide for Lower Hutt students
Posted 18-Jun-2018 13:08


Winners Announced for 2018 CIO Awards
Posted 18-Jun-2018 13:03


Logitech Rally sets new standard for USB-connected video conference cameras
Posted 18-Jun-2018 09:27


Russell Stanners steps down as Vodafone NZ CEO
Posted 12-Jun-2018 09:13


Intergen recognised as 2018 Microsoft Country Partner of the Year for New Zealand
Posted 12-Jun-2018 08:00


Finalists Announced For Microsoft NZ Partner Awards
Posted 6-Jun-2018 15:12


Vocus Group and Vodafone announce joint venture to accelerate fibre innovation
Posted 5-Jun-2018 10:52


Kogan.com to launch Kogan Mobile in New Zealand
Posted 4-Jun-2018 14:34


Enable doubles fibre broadband speeds for its most popular wholesale service in Christchurch
Posted 2-Jun-2018 20:07



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.