paper -
98 Is Call Tracking Really the Goal?: Building Better Communication with Your 2nd-tier Support
Jen
Whiting, Princeton University
Pete Everett, Princeton University
Tivoli, Remedy, Apriori – the list goes on and
on. Call Tracking software has made its
way into most every Help Desk, be it home-grown or commercial. The question still remains: is call-tracking
enough? Statistics and numbers and ticket
times and customer records aside, have we improved our service to our
customers?
Deploying a new call-tracking system forced us to look
at the impact we could have upon our services: can we gain clearer
communication with our system administrators, our Oracle gurus, the e-mail guys
and the ADSM group by offering them something from our call-tracking system:
fewer customer contacts, more time with their servers.
Princeton University’s recent move to a new call
tracking system that embraced us as an enterprise, and even moved beyond the
walls of CIT has quickened answers to our customers, removed administrators
from customer phone calls and given greater access to answers to our customer’s
fingertips through a web interface to our knowledge base.
This paper will challenge the reader to ask if service
to the customer has truly been improved by call-tracking, and how can an
organization take it to the next level of improving communication between the
factions that so often have little to say to each other: front-line support and
back-end administrators.
Expected audience are Help Desk staff and managers looking for ways to improve service to their customers as well as better communication lines with 2nd-tier support.