How actively do you use self-service and how high is your Self Service Score?

Do you focus on users when you offer support via self-service? Support functions often focus on rationalising their support organisation and measuring the number of cases resolved and how long it takes to deal with a case. How many of you measure users’ commitment to solve their problems via self-service?

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What governs our behaviour and how does this affect our ability to deliver support?

What governs our choices? We make lots of decisions, consciously or subconsciously, as soon as we get out of bed, and the number of decisions accelerates during the day at home, on the way to work and at work. Maybe even earlier if you belong to the majority who start by checking out what’s happened in the outside world while you’ve been asleep. More than 50% of us, for example, check Facebook, email, Twitter, etc. before we even get out of bed in the morning. We’ve probably stopped wondering why, we just do it because it’s become a habit or, maybe in this case, a bad habit.

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Volkswagen – tips and challenges relating to zero level support

Volkswagen Group Sweden has been using ComAround’s web-based self-service feature for more than a year now as a step before first line support. This is known as zero level support. The biggest challenge involves changing the behaviour of users.

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When a Porsche becomes a bike – three common mistakes when companies buy tools for their business

In my work as a management consultant at Olingo I come across lots of companies and organisations that expect miracles when they buy a new tool for their business. In this blog I describe the most common mistakes and what you should bear in mind to avoid them.

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Part 3: Successful migration, with emphasis on users – provide the right user support

When migration to new systems or upgrades of new versions take place, users ask questions that need to be answered. These questions end up in various locations within the organisation, usually at a local or central support organisation (known as the service desk, helpdesk, etc.). 33 per cent of support managers the world over who were asked (in a study of HDI in 2009) are of the view that changes to infrastructure or products such as upgrades, migrations and installations were the main reason as to why the number of calls to the support organisation increased.

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Part 2: Successful migration, with emphasis on users – “Sell” the migration

In a change process – such as migration – you may encounter a degree of opposition from users. In the event of a migration, a common reaction from the company and its users is the view, “Oh no, the IT department are going to swap/upgrade our systems AGAIN!”.

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Part 1: Successful migration, with emphasis on users – lay the foundation in the migration plan

Are you planning to migrate to a new operating system such as Windows 7, or maybe switch to a later version of the Office suite such as Office 2007 or 2010? Technology is a basic prerequisite for successful migration, while the ability to lead, calm and support users in various ways with clear information before, during and after migration is crucial to people’s perception of migration as successful – or less so. When a decision is made to migrate, the IT department is often given responsibility for projectmanaging the migration. Read more