At least to the extent of providing clear, auditable metrics on change
management and SLA, making sure all support and ops cases are actually
covered (again, so it can be subject to an audit) etc ...
You probably fulfil every single requirement of ITIL already, except
for the piles of paperwork re
On Sun, 04 Mar 2012 09:41:58 +0300, Daniel Rohan said:
> Is your organization adopting any governance frameworks?
I certainly hope not - any organization that needs that many buzzwords in a
seven word sentence has probably jumped the shark so far that it needs more
than a governance framework to
On Sat, Mar 3, 2012 at 10:46 AM, Tarig Adam wrote:
> I am working for a new Small ISP and we are trying to establish a
> center for receiving technical calls and inquires from customers and
> the technicians in this center may do some basics troubleshooting.
>
> What is the suitable title for thi
> The focus needs to be on providing the customer enough self help
> tools, wikis, user forums, email support, IVR .. before they even need
> to phone your helpdesk and have a human open or work a ticket for
> them.
i might toss in "a solid reliable working service"
randy
A newsgroup I used to read a decade back used to call it "helldesk"
But seriously, live humans with whatever location or accent, answering
an actual phone, are the costliest sort of ticket an ISP has to
handle.
The focus needs to be on providing the customer enough self help
tools, wikis, user fo
At a Small-to-Medium ISP I worked for, they went through structuring changes
like this all the time. But the following seems to be the best setup:
First was "Customer Support" which dealt with billing and basic instruction
(setup mail clients, reset passwords, etc).
Second tier was "Customer D
On Sat, Mar 3, 2012 at 7:34 AM, wrote:
> Which is OK, if that's your business model. I know a few small ISPs that
> are making a comfortable living selling repackaged DSL plus handholding.
>
In the case I was thinking of, a small Techsupport group answering
questions about 'How does my customer
On 3/3/2012 11:48 AM, Faisal Imtiaz wrote:
> Touche!
>
> Being in South Florida, (heavy Latin & Spanish accents) and having
> customers in Alabama, Tennessee (Heavy Southern accents) etc, we have
> had to "Tune" our ears as well as our Accents, including carefully
> choosing our words...
Ye
> -Original Message-
> From: Faisal Imtiaz
> Sent: Saturday, March 03, 2012 7:58 AM
> To: nanog@nanog.org
> Subject: Re: which one a Technical Support or Help Desk
>
>
> > Especially if a human answers promptly without a horrible accent...
> >
>
Funny u mentioned Charter, had to call in a support ticket to them this
morning. ( Cable down, due to yesterday's nasty storms).
Having no accent is always preferred, but not possible.
And as to Automated service... we see two kinds of folks...
Ones who have a preference for self service, and
Touche!
Being in South Florida, (heavy Latin & Spanish accents) and having
customers in Alabama, Tennessee (Heavy Southern accents) etc, we have
had to "Tune" our ears as well as our Accents, including carefully
choosing our words...
It is not uncommon for us to have a new support Re
On 3/3/2012 10:57 AM, Faisal Imtiaz wrote:
>
>> Especially if a human answers promptly without a horrible accent...
>>
>> Jeff
> Like a heavy Southern Drawl ?
Oh yeah, y'all :)
The major point was a "human" answering, at least my home ISP (Charter)
has this unbearable voice response... in annoyin
On 3/3/12 9:57 AM, "Faisal Imtiaz" wrote:
>>Especially if a human answers promptly without a horrible accent...
>>
>>Jeff
>Like a heavy Southern Drawl ?
Saah, Ah resemble that remahk!
:^)
I think no matter where you're located, having a tech support rep who
speaks your language with an accent
Especially if a human answers promptly without a horrible accent...
Jeff
Like a heavy Southern Drawl ?
:)
Hope you realize that this list a Global list, and not everyone is
talking about "US Only".
Cheers,
Faisal Imtiaz
Snappy Internet& Telecom
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On 3/3/2012 10:34 AM, valdis.kletni...@vt.edu wrote:
> On Sat, 03 Mar 2012 07:04:52 PST, JoeSox said:
>> Go with 'Technical Support' unless you want to take all sorts of calls
>> with end users wanting help on operational training issues.
>> THIS DOE
On Sat, 03 Mar 2012 07:04:52 PST, JoeSox said:
> Go with 'Technical Support' unless you want to take all sorts of calls
> with end users wanting help on operational training issues.
> THIS DOES HAPPEN!
Which is OK, if that's your business model. I know a few small ISPs that
are making a comfortab
Go with 'Technical Support' unless you want to take all sorts of calls
with end users wanting help on operational training issues.
THIS DOES HAPPEN!
--
Thanks, Joe
On Sat, Mar 3, 2012 at 6:56 AM, William Herrin wrote:
> On Sat, Mar 3, 2012 at 2:46 AM, Tarig Adam wrote:
>> I am working for a ne
On Sat, Mar 3, 2012 at 2:46 AM, Tarig Adam wrote:
> I am working for a new Small ISP and we are trying to establish a
> center for receiving technical calls and inquires from customers and
> the technicians in this center may do some basics troubleshooting.
>
> What is the suitable title for this
You can always call it HelpDesk/Technical Support
They both mean the same thing, but create a different feeling in the
minds of the customers.
Helpdesk is typically perceived to be gentler (more informal / more
flexible) providing support on a wider range of technical issues.
Technical Support
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