Support Centre
6 articles on Support Centre, newest first.
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The Support Centre Is a Function Not a Process
The support centre brings people and resources together to perform several processes and provide a dependable point of contact.
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Maximising First-Line Resolution Responsibly
First-line resolution can reduce effort and delay when analysts have capability, knowledge and authority and when the metric is not gamed.
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Measuring Support Centre Performance
A balanced support-centre view combines accessibility, quality, resolution, consumer effort, demand, workforce health and contribution to improvement.
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Using Automation and Chatbots in Support
Support automation should make common journeys easier while preserving context, safe escalation and access to human help.
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Scheduling Support Around Demand
Effective scheduling matches skills and capacity to demand patterns while protecting resilience, learning and staff wellbeing.
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Choosing a Support Centre Structure
Centralised, virtual, local, follow-the-sun, specialist and outsourced models each trade consistency, proximity, resilience, cost and knowledge.