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HDI 2010
Pete,
Thanks for your knowledge and inspiring words in your Team Lead course at HDI 2010. I took the test about an hour ago, and passed with flying colors. I just wanted to take a minute and say thanks for everything. A lot of what you said has really stuck with me, and that knowledge directly impacted the results of my exam, obviously for the better.
I look forward to meeting you again in the future.
Take care,
Britton Anderson
Support Center Analyst
University of Alaska, OIT Support Center
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One Call Does IT All!
Imperial Irrigation District
333 E Barioni Blvd
Imperial, CA 92251
October 1, 2009
McGarahan & Associates
Yorba Linda CA
Dear Pete:
Enclosed is a summary of the evaluations from the next level of service Help Desk your firm helped us with. We are very pleased with the results and feel you passed our expectations with accomplishing a difficult task quite well.
It has been a pleasure working with you. You were truly the best choice to help us implement a single point of contact service desk.
Again, thank you for tailoring the industry best practices to our our environment. We have evolved from a 10% first call resolution to a 55 – 60% FCR and our company objectives were met.
Sincerely,
William R. Thornburg
IT Service Desk Manager
Imperial Irrigation District
760-339-9547
One Call Does It All! You can contact
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Pete's HDI Customer Service Week FCR Webinar Delivers!
Peter McGarahan’s webinar for HDI during Customer Service week brought a great focus to how First Contact Resolution (FCR) is a great metric, but should not live in a vacuum. He stressed the value of making sure the documentation is complete, and making the goal not just “checking off” the incident, but rather tying resolution to a fuller customer experience. In order to provide that experience, Pete stressed the importance of good support tools, including knowledge management.
Roy Atkinson
Supervisor, IT Desktop Support, The Jackson Laboratory
President, HDI Northern New England
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Self-Service Treasure
Hi Pete,
I was doing some research on another topic and came across your white paper on Self Service.
You did a thorough job of capturing the very real challenges of implementing Self Service, and of articulating some strong and practical steps for doing it right.
Just thought I'd drop you a quick note that I appreciated your thought and thoroughness you put into addressing this very timely topic of implementing Self Service ... especially timely in these times : )
I'm going to reference your work to my FRS colleagues and to clients we're working with, as a strong and knowledgeable reference to consult on this topic.
Thanks for putting your insights on paper Pete.
Brenda
Download a complimentary copy of Self-Self-Service Success
___________________________
Brenda Iniguez
Americas Service Mgmt. Services Director
FrontRange Solutions
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Great Feedback!
Dear Pete,
The feedback you sent me on cost per call and cost per resolution was incredibly helpful. My presentation to the COO was great! I quoted a savings of almost $400,000 a year based on our increased call resolution rates.
Thanks again!
Susan
IT Director, Customer Service
Inova Health System
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Great Article!
Peter,
Hello. I met you at the HDI event in Charleston this year and was very impressed with your training session and enthusiasm overall. I've just finished reading your article in the Nov/Dec issue of HDI Support World and want to commend you on a job well job!
This is a great article, and the top ten list should be words to live by for any Service Desk.
If you're ever in San Francisco, please give me a call. I'd love to give you a tour of our Service Desk!
Best regards,
Leo Solomon
Barclays Global Investors
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Building the Road
Hey Team,
I realize that I have started to dive into daily tasks without pausing to introduce myself to the team - so I'd like to take this opportunity to fix that!
I have read through the communications Pete has sent along during his time here, and am in full agreement with them. Pete has not just blazed a trail, he has built us a road, complete with curbs, sidewalks and streetlights. :-) Now it's up to us to walk down that road!...............
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You were a great help!
Pete,
Your training course for ‘Support Center Analyst’ really conveyed ‘The big picture’. You gave us so much relevant information and helped connect the dots for us as well. We are excited about the new information we received from you and we have developed new action items that we are planning to improvise and optimize our helpdesk. Thank you again for all the valuable information. You've made a difference on how we will continue to support, implement and operate our helpdesk processes.
Bader AL-Shammari
Quality Assurance, Team Lead,
SABIC
Al-Jubail, Saudi Arabia
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CSU 3rd Annual Help Desk Conference
Hello Pete,
The 3rd annual CSU Help Desk Leadership Conference was a huge success! Sixty Help Desk Managers and IT professionals from 19 of the 23 CSU campuses enjoyed your superb Keynote presentation and everyone felt that you added great value to our conference.
Thank you very much for participating!
Chris Olsen, Director, User Support Services
Information Technology - California State University, Northridge
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A wealth of knowledge
Hi Pete,
I was honoured to meet you at the HDI conference in Dallas and sat in on all your sessions. I found you to be a wealth of knowledge and really appreciated all that you shared.
Thank you once again for all the great information. If there is anything that I can do in return, please don't hesitate to ask.
I thank you for all your time, knowldge, quick responses and willingness to share.
Agnes Mhene
Customer Support Analyst III
Customer Support Centre, ISD
Tele: 604-231-8532
Cell: 604-831-2725
Email: Agnes.Mhene@WorkSafebc.com
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Change or Irrelevance: Career Changing Technologies
07/14/2011
Rapid, breathtaking technology advances are forcing radical changes not only in how IT organizations function, but also in terms of their culture, leadership, and even careers. Combined with business, social and global trends, as well as technology investing (spending), IT organizations must accelerate their organizational change plans in order to survive and thrive. They must assess and plan for complete transformation - strategy, structure, people, processes, and tools.
Are we preparing our IT professionals to plan for and make these changes? Are we helping them position themselves and their organizations for success in this dynamically evolving world?
This Cutter Consortium article assess and addresses the impacting wave of the rapidly changing IT and business trends on traditional IT careers, positions, and skill sets.
This wake-up call is best described by a quote from four-star US General (Ret.) Eric Shineski: "If you don't like change, you'll like irrelevance even less."
The “Business” Service Leadership Agenda
07/14/2011
BSMReview.com
Next Practices in Business Service Management
The “Business” Service Leadership Agenda by Peter J. McGarahan
The Defining Moment of Truth
Why do some companies consistently exceed their business customers’ expectations and others fail to meet their customer’s basic demands and needs? Why do smaller, flexible companies seem to care more about the business impact of customer service than larger credit card, banking and cable organizations? Does the exuberant profits and size of these larger companies (“Too Big To Fail”) create a situation where customer service is no longer a competitive differentiator nor a strategic imperative? MSN Money’s fifth annual Customer Service Survey was recently published revealing the top ten companies earning a place in their Customer Service Hall of Shame and Hall of Fame. The “business” service differentiation comes down to knowledgeable and friendly staff, available and responsive staff, trust, transparency, genuine care and understanding of their customer. Simple you say, obviously not!
The Service Leadership Agenda
11/21/2011
The Service Leadership Agenda
The Defining Moment of Truth
Why do some companies consistently exceed their customers’ expectations and others fail to meet their customer’s basic demands and needs? Why do smaller, flexible companies seem to care more about customer service than larger credit card, banking and cable organizations? Does the exuberant profits and size of these larger companies (“Too Big To Fail”) create a situation where customer service is no longer a competitive differentiator nor a strategic imperative?
Learn How to Create a Highly Efficient and Effective Support Organization
04/21/2011
SupportIndustry.com Webinar:
Best Practice Strategies for Creating a Highly Efficient
and Effective Support Organization
In case you missed it, SupportIndustry.com recently conducted a webinar on Best Practice Strategies for Creating a Highly Efficient and Effective Support Organization, and the feedback was overwhelmingly positive by attendees. In response to this, we are offering the on-demand version to you to watch at your convenience. More information about the event is below!
Professionalism in the Contact Center
04/21/2011
What is professionalism anyway & why does it matter?
Dana Pigford, founder of Professionalism Matters, Inc, defines professionalism as "being responsible and accountable and treating people the way you would like to be treated."1 Service and support consultants, Pete McGarahan and Ric Mims, in an excellent article, "The Essence of Professionalism,"2 suggest that professionalism is composed of such values as courtesy, respect in dealing with clients and, "Do they take pride in their appearance, their work ethic, and the quality of the work they do?"3 In addition, they observe that "In simpler days, professionalism had everything to do with customer service, relationship building, and creating the foundation for effective, persuasive communication across all levels of the organization."4 They also suggest that a good definition of professionalism "...isn’t your appearance and your aptitude, its attitude: knowing what to do, and doing it with passion and purpose."5
A CRM Approach to Business Service Management?
04/21/2011
A CRM Approach to Business Service Management?
by Peter J. McGarahan
I have been designing, delivering and supporting IT services for most of my 27 years as an IT professional. Time and time again I’ve encountered IT organizations that didn’t keep the customer or their business top of mind when designing and delivering services. Instead, they delivered “cool” technologies or strategies that met IT’s expectation and requirements, but didn’t directly benefit the business customers.
Are You Missing The Point About Customer Care?
12/04/2010
Are You Missing The Point About Customer Care?
By Peter J. McGarahan
Inbound Magazine - Issue 01:2010
Design customer centric services that improve service deliver.
Reducing Support Costs!
06/01/2010
Reducing Support Costs with a "Shift-Left" Strategy: An Interview with Pete McGarahan
By Cinda Daly
"Arise, ye service leader! The time is now!" proclaims Pete McGarahan, an industry thought leader and respected consultant for twenty-five years. It's not a new concept that service leaders need to run their support organization like a business. Achieving that point, however, is challenging. With continuing pressures to drive down support costs, service leaders need to optimize the business model: determine what's really important, then dive deep into the detail of structure, process, people, and tools. [More]
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