Daily Archives: August 9, 2023

4 posts

Technology is seemingly ubiquitous within organizations. When things go wrong, whom does the end user typically reach out to for help? The help desk! In many organizations, the help desk is available when the business is working, which sometimes can be 24/7.

The most important aspect of the help desk is the people. Each team member should feel motivated and empowered to do their job. You want to cultivate each team member individually and as a team. Everyone brings something special to the table so create a supportive and inclusive team environment. Encourage mutual respect, a willingness to collaborate and help each other, and to have shared team-based goals.

Once the team is established and has great synergy, thatâs not the end. Make sure you provide ongoing training and professional development opportunities for the team. With technology constantly changing, itâs critical to keep them updated with the latest software, tools, and best practices. Investing in ongoing training and personal development will enhance their technical skills, customer service abilities, problem-solving capabilities, and overall efficiency.

The next step is to give the team the tools they need to do their job. Provide tools and technologies that facilitate communication and collaboration. This includes a platform (such as an intranet site) with shared documents including FAQs, procedures, contact lists, etc. to facilitate collaboration and information sharing. Also, are you able to offer a mobile app that enables the help desk team to access and manage tickets remotely? If team members are âon call,â an app facilitates providing remote support timely which improves responsiveness.

Improving Help Desk Efficiency

Improving the efficiency of the help desk can significantly increase productivity as well as customer satisfaction. Some additional items you can offer geared toward end users are to:

1. Establish clear service-level agreements (SLAs) that define response times and resolution targets for different types of support requests. This provides expectations for both the help desk team as well as end users. For example, the help desk will respond to user maintenance requests within 24 hours. Regularly monitor and report on SLA compliance to ensure timely completion and to identify areas for improvement.

2. Continuously measure and analyze key performance indicators (KPIs). Several websites (such as www.kpi.org) define KPIs by business function. Some help-desk-related KPIs are first response time, average resolution time, and tickets by type. Use this data to identify trends and areas for improvement. Solicit feedback from end users through surveys to understand their experience and identify areas for improvement.

3. Implement self-service options (e.g., password reset option, FAQs, and knowledgebase) to empower end users. This allows end users to be more self-sufficient and find solutions to common issues. This can reduce the number of service requests and allow the help desk team to focus on more complex tickets.

4. Implement a comprehensive ticketing system to track support requests.

What Makes A Good Ticketing System

Ticketing system, support request, help desk

A good ticketing system should support various communication channels like phone, email, and portal forms, allowing tickets to be generated from multiple sources. It allows the help desk team to easily create, streamline assignments, prioritize, and track tickets. Make sure the help desk team is trained in using the ticketing system effectively. A great ticketing system will provide advanced features/functionality such as:

1. Features for effective end-user communication and feedback. It will provide automated notifications and updates on ticket status changes and provide end users with visibility of the ticket status. It also allows end users to provide feedback and rate their support experience. These types of features provide transparency, foster positive relationships, and improve customer satisfaction.

2. Automation capabilities to streamline processes and workflow management. Based on certain criteria (e.g., ticket type, priority, or requester), the system can kick off predefined workflows and rules for automatic ticket routing, escalation, and notifications. This type of automation reduces manual effort, ensures consistency, and improves response times.

3. Comprehensive reporting and analytics capabilities because you want to be able to measure whatâs being done. It will provide real-time and historical data for KPIs and other relevant metrics. Robust reporting helps to identify trends, measure performance, and make data-driven decisions for continuous improvement.

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How To Improve Help Desk Performance

Whether you're an entrepreneur, professional, or aspiring leader, learning how to manage business relationships is an important skill that can drive success in your career. By elevating your networking and communication skills, building meaningful connections, and nurturing partnerships, you can foster long-lasting relationships in the dynamic business world.

We recently asked our leading executives for their best tips on how to manage business relationships.

Here are their responses...

John Schembari, Senior Education Academic And Operations Executive

Managing business relationships is key to any organization but especially for independent service providers/consultants such as myself. While working with business partners on a project, provide your relationships with the opportunity to give ongoing feedback on your services so that any pivots can be made early on to better support your partners' goals. Keep partners informed of project progress.

However, the key is not "just" to think of business partners/relationships when you need them. It is important to keep business ties current through ongoing albeit brief follow-up communication, after project completion, where you can offer your relationships something of value for free. Remind them of your value here and through social mediaâeven better if, in highlighting your own gravitas on social media, you can promote the work of your business partners/clients at the same time.

And, if you can't support your business relationships/partners on a project, be open to providing names of other service providers who can. Your clients will see that you have their interests in mind and your colleagues to whom you provide business leads might one day return the favor.

John Schembari is a current K-12 teacher/school leader academic improvement coach and former school building and district administrator. He loves to draw, travel, swing dance, and read nonfiction.

Ana Smith, Leadership Development & Learning Strategist

Executive/leader/business partner talks in a meeting and manages his business relationships

Managing business relationships is a critical skill for any expert in the business world. Effective relationship management is essential for building strong partnerships, fostering trust, and achieving long-term success. Here are some key strategies for managing business relationships:

Communication: Open and transparent communication is the foundation of successful business relationships. Regularly engage with your partners, clients, and stakeholders to understand their needs, concerns, and expectations. Actively listen and respond promptly to their inquiries, ensuring that all parties are on the same page.
Establish clear objectives: Clearly define the purpose and goals of the business relationship. This includes setting mutual expectations, defining roles and responsibilities, and outlining the desired outcomes. Having well-defined objectives helps maintain focus and alignment throughout the partnership.
Build trust: Trust is the cornerstone of any successful business relationship. Demonstrate reliability, competence, and integrity in all your interactions. Be honest about potential challenges and limitations, and work towards finding mutually beneficial solutions.
Be proactive: Anticipate your partner's needs and address potential issues before they arise. Proactively share relevant information, updates, and insights that can add value to the relationship. Taking initiative showcases your commitment to the partnership's success.
Respect and empathy: Treat your business partners with respect and empathy. Understand their perspectives and show genuine interest in their concerns. Empathy helps create a positive and collaborative environment, fostering strong bonds.
Deliver on promises: Honor commitments and follow through on your promises. Consistently delivering on your obligations builds credibility and strengthens the trust between parties.
Flexibility and adaptability: Business landscapes are ever-changing, so be prepared to adapt and adjust to new circumstances. Be flexible in finding solutions to challenges, and be open to evolving the relationship as needed.
Handle conflicts constructively: Conflicts are inevitable in any business relationship. When they arise, address them promptly and constructively. Focus on finding resolutions that benefit both parties rather than trying to "win" the argument.
Celebrate successes: Acknowledge and celebrate achievements together. Recognizing milestones and successes fosters a positive atmosphere and reinforces the value of the relationship.
Regular evaluation: Periodically assess the progress of the partnership and the satisfaction of all involved parties. Solicit feedback and use it to improve and strengthen the relationship.

Remember, managing business relationships is an ongoing process that requires dedication, patience, and a genuine interest in building lasting connections. By investing in these strategies, you can cultivate mutually beneficial relationships that contribute to your overall business success.

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the "red thread."

Lisa Perry, Global Marketing Executive

Female executive leads a meeting and manages her business relationships

In the dynamic business world, relationships are pivotal in driving success. Whether itâs with customers, suppliers, partners, or employees, effective communication stands out as the single most significant factor that can make or break these connections. When managing business relationships, focusing on effective communication can yield a significant impact. Here are several communication strategies to consider:

Active Listening: Active listening is an essential aspect of effective communication. By actively listening and giving stakeholders your undivided attention, you build trust and accurately grasp their needs and expectations while understanding their message effectively.
Clarity & Simplicity: In the fast-paced business world, simplicity is key. Clear and concise communication eliminates ambiguity and misunderstandings.
Empathy & Emotional Intelligence: Empathy and emotional intelligence play a vital role in building strong, authentic relationships. Understanding and acknowledging stakeholders' emotions through empathetic communication fosters trust, strengthens connections, and cultivates genuine connections.
Timeliness & Responsiveness: In todayâs digital age, speed is of the essence. Timeliness and responsiveness are critical elements of effective communication. Responding promptly shows respect and maintains engagement.

In conclusion, effective communication is the foundation of successful business relationships. It is the catalyst that drives growth and fosters enduring connections. By prioritizing effective communication as a core value, businesses can navigate the complexities of the business landscape and thrive in a world where strong relationships are the key to lasting success.

Lisa Perry helps companies build leadership brands, driving loyal customers & delivering profitability. She does this through a process that builds brands consumers love. Her goal is to help companies develop, monetize, and grow their brands.

How do you manage business relationships? Join the conversation inside Work It Daily's Executive Program.

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Executive Spotlight: How To Manage Business Relationships

If you’re aiming for a marketing role in today’s competitive landscape, you need to be ready to answer the common interview questions. On the surface, many of these questions may appear simple, but don’t be fooled â they often contain nuances that can catch you off guard! This comprehensive list of marketing interview questions will […]

The post 25 Marketing Interview Questions & Answers (2023 Edition) appeared first on Career Sherpa.

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25 Marketing Interview Questions & Answers (2023 …

4 Ways To Show You’re Ready For More Responsibility At Work

In almost every office, there are "lucky" employees given formidable projects like setting up a new department or coming up with strategies for rebranding the company. Then, of course, there are those assigned to do the so-called "grunt work" such as alphabetizing clients' files, updating suppliers' contact details, and organizing meetings.

There's nothing wrong with doing grunt work, as these tasks are necessary for the business to operate efficiently. However, there comes a point when you want to move on to do more meaningful and challenging work.

Simply put, you want to get promoted.

After all, doing the same thing over and over again isn't exactly going to do anything for your career growth. That's why you should have the courage to ask for bigger responsibilities. Don't wait for your boss to hand that exciting project to youâyou must be proactive! Fight for it if you have to.

Here's how you can show everyone you're ready to move up in the world and finally earn that promotion:

Get The Tasks Nobody Wants To Do

Do the grunt work with enthusiasm. If necessary, over deliver. For instance, if you're tasked with alphabetizing clients' files, you can also make backup copies of the said files. If nobody wants to face a particularly difficult client, volunteer for the task. Doing so would prove that you're willing to do even the most difficult things to make your mark. This also establishes your reputation as a reliable member of the team.

Help Overworked And Stressed Co-workers

Woman stands out at work by helping her coworkers

Once you're done with the tasks assigned to you, you can help out any co-worker who's overwhelmed with their tasks. Don't be pushy, though. Let your co-worker tell you what to doâand then give it your best shot. Make sure you have your co-worker's permission before you tell your boss and other office-mates about the collaboration. Otherwise, people might think you're trying to take credit for their work.

Take Stock Of Your Skills And Learn New Ones

Woman writes down her skills while looking for a job

Make an inventory of what you can do. Find a way to highlight these skills. If you're good with words, you can offer to help your co-workers write their reports. You can also acquire more skills that will help you snag your target projects. For example, if your company has an office in Paris and you'd like to be assigned there, then learn French.

Ask Your Boss For A New Project

Woman talks to her boss about getting promoted

Get to know everything about your company. Immerse yourself in all sorts of information about the industry that you're in. Know the trends and other factors affecting your line of work. This information can help you suggest new projects and tasks to your boss. When you pitch a project, it helps if you present your skill set as well so your boss knows what you can do.

Remember: YOU control your career's direction.

You don't have to wait that long to get the project or position or promotion that you want. If you have the drive and will to succeed, then you can move forward in your profession at a much faster pace.

The trick is to do everything that you're assigned to do extraordinarily well and to keep improving your skill set. This way, you're always ready to take advantage of an opportunity for career advancement.

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This article was originally published at an earlier date.

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