Call Center MGT Ch. 4

What should you do if you are asked to write a type of report that you have never written before?

You should strive to use all available knowledge resources rather than interrupting your coworkers and other service providers with routine questions.

Text field

a field that accepts free-form information

The internet

a global collection of computer networks that are linked to provide worldwide access to information

What is a form?

a predefined item that can be used to quickly create a standard document or email message.

Intranet

a secured, privately maintained website that can only be accessed by authorized personnel

What is a style guide?

a set of standards for designing and writing documents.

Extranet

a website that is accessed via the internet

Data field

an element of a database record in which one piece of data is stored

How are data and information different?

-Data is a set of raw facts that aren't meaningful -data becomes information when it is organized in a meaningful way.

You can send an instant message even if a recipient is not online. True or False? Explain your answer.

False, IM requires all parties be online at the same time, unlike email.

What are the keys to a successful service desk web site?

Functionality and ease of use

Why do most service desks currently limit IM interactions with customers? Explain your answer.

IM does not provide the capabilities of an incident management system and there may be security concerns in terms of the data being transmitted.

Describe four ways that technology-delivered support services benefit the service desk

1. enables the service desk to anticipate and proactively meet its customers' needs 2. accommodate its customers' preferences in terms of how they obtain support 3. prioritize and manage its workload better 4. reduce the overall cost of delivering support

Name two things that customers need to know about a service desk's email policy.

1. the information that they must provide when using email to submit a request 2. what services the desk provides.

List four ways that companies can use email to communicate with customers.

1. to inform customers about the status of outstanding incidents and service requests 2. automatically acknowledge that the customer's contact has been logged and assigned a tracking number 3. conduct customer satisfaction surveys 4. inform large numbers of customers about a virus, product change, or new release that might affect them.

What should you do if you want to send a customer detailed information via email without using an attachment?

A common practice is to include a link to a directory or website.

What is a "living" document?

A document that is updated regularly.

What is a reusable resolution?

A generic resolution that does not contain specific details.

Should you include all of the steps you have taken to diagnose an incident when creating a ticket? Explain your answer.

Analysts should include all of the steps taken because if an action is not explicitly stated, coworkers or other service providers have no choice but to assume the step was not taken.

Why is it important to carefully choose your words when communicating in writing?

It is important because customers may misinterpret your words or interject an inappropriate emotion.

Why is it important to check your grammar, punctuation, and spelling when sending an email message?

People will judge the appearance of your email messages just as they would your appearance if you were standing in front of them and form an opinion about your competence.

Should you put the service desk's telephone number or your personal telephone number in your standard signature? Explain your answer.

Put the service desk's telephone number and email address in your signature, so customers cannot contact you directly.

When should you define a technical term or acronym?

When it is appropriate and most readers will understand it

Why do you want to avoid capitalizing entire sentences in an email message?

it is generally perceived as shouting.

What role does the web play in delivering support?

it provides customers with the ability to perform functions, such as filling out forms, resetting passwords, and downloading software, in addition to interacting with service desk analysts.

What role does email play in delivering support?

it provides the ability to send and receive detailed information

What do you need to know about your readers to communicate clearly?

the skill and education level of the intended readers and how much information your reader wants and needs.

What factors influence the amount of documentation that service desk analysts write?

the technology available to their service desk and the size of their service desk.

What role do technologies such as the telephone, IM, and chat play in delivering support?

they provide immediacy and the ability to interact with a human being

When should you use a numbered list?

to help readers read and grasp information rapidly.

What is the key to a well-written FAQ?

to state both the question and the answer clearly and in a language that is appropriate to the audience.

How do good writing and keyboarding skills benefit people working in a service desk?

-it allows them to quickly capture accurate and consistent data. -enables you to communicate efficiently and effectively with customers -enables you to communicate your abilities to management as well.

Name four users of the data entered in a ticket.

1. Customers 2. other service desk analysts 3. other service providers 4. management

List three reasons why analysts must learn to use and create knowledge bases.

1. Few companies have the resources to recreate a solution each and every time an incident or problem occurs 2. technology is increasingly complex and changing very rapidly 3. training may not occur when analysts need it most.

List three techniques you can use to improve your technical writing skills.

1. Practicing 2. paying attention when you are reading 3. using books and classes can improve your technical writing skills.

List three benefits of having a standard format for resolutions.

1. analysts with varying skill levels can obtain information at the level of detail that they need 2. the human mind can quickly and easily pick out key data elements 3. the writing process becomes easier because analysts know how to present information when documenting resolutions.

Describe five ways that companies such as hardware manufacturers and software publishers are enabling customers to help themselves.

1. automated email response management systems and web technology provide self-services. 2. provide robust and interactive online help with their software and application programs 3. they embed diagnostics software in their products that customers can use to troubleshoot and potentially resolve incidents on their own. 4. They also offer a list of FAQs so customers do not have to speak with an analyst to receive the information they need. 5. they provide customers with the ability to submit incident and service requests via email or web form.