HDI Support Center Manager
- 2.0 Strategy and Policy
exam questions and answers
The phases in the evolution of the support center.
Past, Present, Future
The Past phase in the evolution of the support center.
Entry level, low-skilled, reactive, paper-based, phone-based voice
and fax
Brainpower
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The Present phase in the evolution of the support center.
Proactive, automated incident logging and tracking systems,
internet and web-based systems, e-mail, instant messaging, and
chat
The Future phase in the evolution of the support center.
Expanded scope of services, customer and business centric,
universal queue and universal agent, self-healing technologies
The characteristics of a successful support organization
Clear direction, decisive management, inspiring leadership
Vision and mission statements aligned with organizations's strategic
direction
Documented policies, regularly reviewed, and monitored
Roles and responsibilities defined for each position
Processes in place for determining resources necessary to provide
services
Integrated service management processes in place and regularly
reviewed
Meets goals consistently
Regular employee satisfaction measures in place
Customer satisfaction measures include support performance
Performance results identified
- 2.0 Strategy and Policy
exam questions and answers
The phases in the evolution of the support center.
Past, Present, Future
The Past phase in the evolution of the support center.
Entry level, low-skilled, reactive, paper-based, phone-based voice
and fax
Brainpower
Read More
The Present phase in the evolution of the support center.
Proactive, automated incident logging and tracking systems,
internet and web-based systems, e-mail, instant messaging, and
chat
The Future phase in the evolution of the support center.
Expanded scope of services, customer and business centric,
universal queue and universal agent, self-healing technologies
The characteristics of a successful support organization
Clear direction, decisive management, inspiring leadership
Vision and mission statements aligned with organizations's strategic
direction
Documented policies, regularly reviewed, and monitored
Roles and responsibilities defined for each position
Processes in place for determining resources necessary to provide
services
Integrated service management processes in place and regularly
reviewed
Meets goals consistently
Regular employee satisfaction measures in place
Customer satisfaction measures include support performance
Performance results identified
