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Presentation Panel: At your service

Monday, May 31 at 03:30 PM - Room 1140, Desmarais Hall

Creating a dynamic knowledge base for your IT Support Desk

Computing and Communications Services (CCS) at the University of Guelph provides a broad range of IT, communications and support services to the campus. CCS is continuously improving support processes to enable our staff and our community. A few years ago, CCS became aware of the Knowledge Centered Support (KCS (SM)) methodology developed by the Consortium™ for Service Innovation. One of the KCS(SM) principles resonated with the way we wanted to deliver solutions: “knowledge isn’t something that you do in addition to solving problems—it becomes the way you solve problems.” This concept implies that by embedding knowledge management into your workflow, it will become a sustained, seamless process. While still in its early stages, CCS is using Numara® FootPrints® service desk software to adopt KCS and ITIL knowledge base best practices in our support delivery. CCS support staff are actively capturing solutions in the workflow, reworking them, and re-using them to solve new issues. The knowledge base has become the central place for our analysts to share information with our front-line staff. It is our expectation that this knowledge base will also help with training new support staff and decrease the escalation of calls to our second-level analysts. The creation of the knowledge base process required participation from across our organization, and its use and maintenance requires ongoing support and commitment. Future plans include developing a self-service website where the knowledge base solutions can be shared with our customers. Join us to hear how it’s going.

Presented by: Ann Cesar, University of Guelph


ITIL Program at the University of Ottawa

During my presentation, I will touch on the following areas:

  • Background on the program and how it started
  • Service management challenges at University of Ottawa
  • Resources involved
  • How the priorities were set
  • Projects under the program (Change Management, Service Assets and Configuration Management, Incident Management, Request Fulfillment, Access Management, Problem Management)
  • The tools we use
  • Employee training
  • Improvements after 8 months
  • Critical success factors
  • Next steps

Presented by: Jean-Claude Lemonde, University of Ottawa


How to improve your contact centre capacity

My presentation will explore the following:

Process: The problem with most underperforming contact centre teams is a lack of capacity management and processes standards. Having those in place can improve your contact centre capacity by as much as 50%.

Daily peak & down call volume time: It’s essential that you ensure maximum coverage during your peaks & downs, and that you adjust your employee shift rotations accordingly. You can discover them by observation, talking to your employees or by doing data analysis. Depending on your call center tracking application, you will have access to interval reports showing the number of calls received, answered and abandoned (15, 30 or 60 minute intervals). This should provide you with the information that you need.

Scheduling: Based on your peak & down periods, you can create a schedule with shifts, breaks and lunches that improve and maximize the telephone coverage where needed.

Processes standards & average talk time: Living standard processes and protocols are the key to improve your average talk time. If an agent has access to a set of standard documented processes, he/she is less likely to put a client on hold to ask another employee for information or advice. This will lower the average talk time and allow the employee to answer more calls.

Conclusion: By addressing these points, your contact centre will improve its service level percentage and email turn around time.

Presented by: Jean-François Lemelin, Ryerson University


Panel discussion