461745
Service Expansion
- What if volume of tickets goes up 5 times?
What pain would that create
- Scheduling
- Create ticket, assign,
Eng/Arch manage
- Eng/Arch/Tech answering
& resolving calls and
escalate as needed
- Create ticket, assign,
Eng/Arch manage
- Call volume
- Add a live chat capability
- Grab info and get off
phone quickly
- Need a script of questions
for Cloud, IT, Voice, Video
- Add a live chat capability
- At what level would
resources begin to be
affected?
- Q4 2013 1700 service tickets
- Q4 2013 450 project tickets
- Average ticket/week = 215
- Average ticket/week = 215
- Q4 2013 450 project tickets
- Q3 2013 1771 service tickets
- Q3 2013 563 project tickets
- Average ticket/week = 233
- Average ticket/week = 233
- Q3 2013 563 project tickets
- Q4 2013 1700 service tickets
- Reviewing tickets and
closing them daily
- Should revisit Skills and Certificates
section of CW to better define roles
- Hosted Exchange, Onsite
Exchange, Networking etc
- Hosted Exchange, Onsite
Exchange, Networking etc
- Reviewing Weekly
Time Sheets
- Vince and I making followup
calls would not to cease,
resource would be responsible
- Scheduling
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