The PhaseWare Files
Blog URL http://www.phaseware.com/phaseware-files-blog
Tags incident management, customer support, help desk management, customer service, customer experience, self service, process automation, SaaS, on demand
Articles, Observations, and Ideas
about Customer Service and Support including knowledge management, incident management, social media
Latest Blog Posts
- Some Interesting Links to Liven Up the Holiday in the Office Doldrums on Nov 22, 2009
Or maybe you are not actually in an office but are working on the holiday from home.......because you are supposed to be, not because you are a workaholic hiding your online, work-related frenzy of making sure you don't miss anything from your spouse...
- Spruce Up the Customer Self Service Center for the Holidays on Nov 19, 2009
It happens every year. Those holidays keep showing up just as you have attained light speed in your customer support center. It seems like everyone is more productive between Labor Day and Thanksgiving, but then there are the 6 weeks of winter...
- Do You Know How Many Tickets Are Open in Your Customer Support Center? on Nov 15, 2009
Your customer support reps have just put in a long day answering a deluge of phone calls and producing trouble tickets, or incident reports, along the way. Some of those get closed immediately after being opened because the issue was resolved on the...
- Stop Re-inventing the Wheel! How to Solve Problems By Not Solving Them on Nov 12, 2009
At least, not solving them yourself.The November issue of Fast Company magazine, the Made to Stick feature has some wisdom, that is unfortunately not too common, to pass on. What Dan Heath and Chip Heath have to say is:We approach problem solving alm...
- Cure ALT+TABitis! Use Integrated Customer Support Software on Nov 10, 2009
I just read a post in the Call Centre Helper from July that does an excellent job illustrating the problem of what Mark Angel, CTO of KANA (recently acquired by Accel-KKR LLC), calls the "two-fingered salute". For the uninitiated, this salute is the...
- Focus on Customer Service: Be the Cookie on Nov 7, 2009
Here we are at the beginning of November. Such a time signifies different things to different people. Some start planning their calorie infused Thanksgiving feasts, others forget about the Thanksgiving period and start their countdown to Christmas; b...
- #7 Sharpen the saw. Stephen Covey's last habit. on Nov 5, 2009
Well, until he came up with Habit 8, but we won't go into that now.Customer Support Organizations invest a lot in training-an area of significant "mis-investment" or sharpening the wrong saws. Most agent training has been focused on pre-call training...
