Hands-on Chapter 7

7-2

1. Automated ticket management: The help desk solution should fully support all existing support process with rule based triggers, notifications and view.

2. Reporting: Managers and agents should be able to easily run reports and use advanced analytics to better customer satisfaction, performance and ticket resolution.

3. Customization: The internet requires web-based solutions to be fully customizable to conform to company standards.

7-3

For my professional growth plan I would like to increase my computer hardware and software knowledge so I can answer more questions about how to fix problems with software or hardware problems. I feel like this would be necessary because there are a ton of people that have computer problems so have more knowledge about this would make me more able to help them. I could also increase my help desk/user support abilities by being able to be the perfect user support specialist. I can strengthen this skill by dealing with more people that need questions answered and being more involved with the person who is needing help. Some certificates that would be useful to me are computer user support specialist certificate, A+ hardware/software certificate, and also computer security certificate these certificates are all needed for being a more valuable employee. I asked a few classmates about my growth plan and they told me that the more I practice and deal with users/computer hardware and software/computer security the more I will learn and become a better IT professional through practice and receiving more hands on training.

7-4

http://www.careerbuilder.com/jobseeker/jobs/jobdetails.aspx?APath=2.21.0.0.0&job_did=JHT335625HVVTVJL997&showNewJDP=yes&IPath=JRKV0A

If I was trying to make a User support specialist ad I would make sure it had, who I was trying to hire, the requirements to be able to apply for this job, most of the primary duties and responsibilities, the qualifications, where the location of the job will be. I chose the above link because I like the layout of the ad and how it is straight forward on who the company needs for an employee. Tells you all the things I just listed right on the page along with a button that says “apply”.

7-7
This test would give me a question, then it would give me a 5 answers multiple choice option and then I would pick one and click on record to go onto the next question. I do think this test was hard because the option to choose from the 5 answers were all closely worded to make it difficult to answer the correct one. To improve my test taking on this I could study up on the subject I am taking so that I know the exact answer to record. I feel like practicing is the only way on how to improve your score on this Brainbench website.

7-8
Measuring the number of distinct customer problems dealt with, total time spent talking with a customer, delays between calls, customer satisfaction, logging, surveys, faster the call the happier the customer, time sent writing up calls. The top three I pick out of these are, the number of problems dealt with, total time spent talking, and delays between calls. Total time spent talking to customers is crucial because if one is talking too much to a customer than needed then other customers will have to wait making them unhappy and less productive. Delays between calls is another important one because its time wasted when an employee could be talking to a customer. The last one I chose is the number of problems dealt with, this could tell employees what there are dealing with each day.

7-10

Was not able to evaluate the download. It was not working.

Case project 1

I divided the number of calls handled per week by the number of hours they worked. The agents will have their productivity measured by how many hours they put in, with how many calls they had taken within those hours.

Case project 2

1. There are 5 agents needed

2. 6 lines required

3. Peak call volume is 4

4. Ronald would need to get more staff members so that it could still be productive.

Case project 4

Its basically what jacks spread sheet could look like.