Q. Dear Help Desk Coach: Our ACD has an emergency option which allows users to bypass the queue for immediate assistance. Unfortunately this feature is abused by users to just want to jump the queue. How should I handle this problem? My agents don’t want to be turned into gatekeepers, but they justifiably resent the […]
Help Desk Q&A: Making Sense of SLAs and BYODs
Q. Dear Help Desk Coach: I speak for all my co-workers in this question. About a year ago our manager negotiated SLAs with the departments we support. They would be somewhat achievable SLAs if we didn’t have to support BYOD devices and also all the problems that other employees create by using either company computers […]
Handling Poor Customer Service: Elegance In Complaint Elevation
Recently I was on the receiving end of poor customer service/tech support with a mobile device in another country. I went to the retail outlet where I’d bought the device. While waiting for support assistance, I noticed another customer leaving in frustration. When it was my turn for help, the tech support person yawned and […]
Help Desk Q&A: How To Manage Difficult Executives
Q. Dear Help Desk Coach: I manage a help desk of excellent help desk agents. However, when they support one of the top executives, they freeze. This exec (and a few other high level managers) tends to be very aggressive and impatient. The only agent who isn’t intimidated can’t be on call, along with the […]