tag:blogger.com,1999:blog-2673398497903113271.post2015349019614468775..comments2023-10-24T02:49:05.106-07:00Comments on Service Management Journey: Managing Modes of EscalationAnonymoushttp://www.blogger.com/profile/03851744702653698658noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-2673398497903113271.post-50100997795000084002013-03-20T12:49:48.639-07:002013-03-20T12:49:48.639-07:00Good discussion of the considerations.
I'm all...Good discussion of the considerations.<br />I'm all for improving the channels.<br />The problem arises when some pundits and vendors think that changing the channel means that everything is changed. It isn't.<br /><br />We must still have a ticket so that we don't lose anybody. That really pisses customers off.<br />The tickets ought to be in one central system else chaos reigns.<br />We must still capture a record of action (a) for an audit trail if these is a complaint (b) so we can learn.<br />We must capture that learning in such a way that (a) it is ahared and (b) it is accessible to everyone including users themselves.<br />We must still have plan, policy, process, procedures, roles for how to deal with the tickets else there is no repeatability (inconsistent service to customers REALLY pisses them off), no transfer of knowledge and culture to new employees, and nothing to improve.<br />We must still have statistics so we can know if we are improving or not.<br /><br />i.e. nothing changes when you improve or change the channel. It's just a channel. All the hard work remains the same.The IT Skeptichttps://www.blogger.com/profile/07599923113995233190noreply@blogger.com