I just hung up with a friend asking to borrow my track baton so that she could use it at a client meeting. I’m hurrying to pack it up and take it to the post office to mail it to her. You might want to ask me, “Why in the world would someone want to borrow your old track baton to speak to a client?”
R. Mark Macy
What do you do? You have narrowed 50 resumes down to those who hit the mark. You then took the top 10 and invited them in for an in-depth interview. The selection team was able to narrow the field down to two people.
Automatically, I kicked the normal procedure into gear requesting resumes and conducting interviews. At the end of the day, there were only two that qualified for the position. I could have offered the position to any one of them and been done. However, I received a phone call from a person who was living out-of-state and was currently employed at a big city police department. He was asking for a job.
As a Service Desk (“Help Desk”) Manager, a key measurement of success is your ability to provide solutions to your customers during the initial call. And as much as you want this to always happen there are a lot of cases where a ticket has to be logged and worked later after doing research and/or by a person of special expertise.
As a Service Desk manager, I had over 50 agents answering phones. I had observed that our customer service stats were trending down. I talked to my first line managers and they shared what they thought. However, the trend continued.
