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Showing posts from April, 2015


Customer ServiceCustomer 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 Desk or a Help Desk but regardless of its name, its purpose is the same. The people that make up that team are their to provide a service to your customer and they are there to do it in the most efficient and useful way possible. The 4 Types Depending on the stage of the transaction that you customer is, with your organization, they will be dealing with one or more different types of customer service teams.  At a high level, they fall into the distribution below: Support: Including dealing with account issues (billing information, new account setup, order taking etc...).  This team ties closely together with the technical te…


English: Helpdesk Overview (Photo credit: Wikipedia) 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 those terms in greater depth below).
What is an Incident?
Simply put, an Incident is anything related to a customer contact (Incidents are also reported by automatic means via monitoring tools and I will discuss those types of incidents in greater depth in later posts). Incidents related to customers can be anything really – Information requests, Account Updates, Issue reporting are all examples of Incidents. Incidents can also be reported through a variety of different methods – this could include the phone (probably the most common), email (a close 2nd) and even chat. As mentioned previous…