Presented by Peter McGarahan, President of McGarahan & Associates
Best and good Practices in the support industry are plentiful. These mostly process practices are guidelines for focusing more on “what you should be doing” rather than “how you should be doing it” with little to no regard for the influential environmental factors. Purposeful Practices are an innovative way to look at these widely accepted processes with an emphasis on achieving a desired, measurable end result. Purposeful Practices are always open to investigation and continuous improvement to increase the value of these services to the business.
The Five Purposeful Practices are:
- Achieving First Contact Resolution
- Making UFFA a Priority
- Mapping Call Types for Action
- Introducing Customer-Impacting Technologies
- Balanced Scorecard Storytelling
Designed according to the realities of the reactive day-to-day support operations, the purposeful support practices are more practical and have a common-sense approach to implementing support processes. We will cover each of the Five Purposeful Practices along with its purpose statement, the tools necessary for enabling the practice, the all-important people component and metrics that matter.
The key learnings are:
- It’s more than just implementing best practices; success is in ensuring that Purposeful Practices are integrated with the tools, people and existing processes achieving the desired measured results.
- In a ”˜shift-left’ service strategy, you work to drive resolution closest to the customer while leveraging call mapping to target repetitive issues for elimination.
- UFFA Awareness! Exposure to the Knowledge Principle of UFFA Use, Flag, Fix and Add. Service Leaders are making UFFA a part of day-to-day operations and holding people accountable for the quality, use and measured effectiveness of their knowledge program.