- [Instructor] The HappySignals global IT experience
benchmark found that after speed of service,
attitudes encounter, and my ticket was not solved,
the next biggest factor affecting happiness was
I had to explain my case several times.
The two reasons for this are listed here on the right.
In the first case,
this happens when the user gets handed off and key data
is lost in the handoff.
Think about situations you've had when this happened to you.
You explain your situation than an agent determines
that you'd go to another team and you get transferred.
The next agent somehow does not have the information
the first agent had and you must repeat it.
This gets frustrating,
especially when you have to do it over and over and over.
Here's some reasons why what you've said
doesn't get carried forward.
Let's look at each and for each,
consider at least one reason why it happens
and what you can do about it.
In the first case,
the issue may be a lack of training on what must be captured
or a lack of scripts,
or a lack of attention to detail on the part of the agent.
You can address this by looking at contact quality data
for agents who are consistently at the front end
of a high number of transfers and using recorded calls
to pinpoint and address the issue.
This could also be a case of attention to detail.
The agent captures the details,
but simply doesn't put them in the ITSM tool.
It could also be that your ITSM tool has too many fields
and options or too few that is you can put anything in,
but it's like putting it into a giant text box.
There's no differentiation to the data elements.
The first is a matter of training on listening
and recording skills.
The second is on retooling your ITSM tool
to have the proper number of fields that drive workflows,
or it could be that new workflows or changes
to existing workflows have emerged
where certain data elements that should drive the workflow
are not captured as separate fields.
In for example, a templatized model.
And as a result,
these key pieces of information
are getting lost in translation.
Going back to screen recordings for such transactions
and carefully looking at what is said
and what the screen allows to be entered is key here.
A warm transfer is when the agent has you and the next agent
on the line at the same time and recaps the case
before dropping off,
making sure the next agent has all the required information
before doing so.
Contrast this with a cold transfer
where the agent simply transfers you to the next person
and you must repeat yourself.
The fix here is to make sure warm transfers are a policy.
If they're already in place,
the issue is that they're not working.
Typically this is because the initial agent
doesn't transfer data or transfers it
outside the ITSM system.
Review the call recordings to see what's happening
so you can address this.
Listening is key here on both the transferring agent
and the agent who is receiving the transfers part.
They must listen to what's being said
and confirm and understand it,
and view the data in the ITSM system ticket
at the same time,
confirming that all requisite data is in there to allow them
to carry the ticket forward.
If this isn't happening,
use call and screen recordings to get under why.
The other reason you'd have to explain yourself
over and over is because the service is using multi-channel
versus omni-channel management.
With multi-channel, there is no continuity
to the experience for the user.
This sounds fancy, but it's really basic.
It means that for example,
you start a live chat with a service desk agent today,
and they have no record of your email from the other day
or your interaction with the bot from last week
on the same topic and so on.
So you have to repeat yourself over and over and over
because that context wasn't carried forward.
Modern users expect that continuum experience
when they interact with a service desk.
This means that they called you yesterday,
chatted with you three days ago,
and interact with a bot a week ago on an issue or request,
they expect that context to be available
to the service desk agent when they interact with us.
They don't want to have to repeat all that stuff.
Providing users with a continuum of experience
across all channels is shown here on the right
and is known as omni-channel management.
In omni-channel management,
all channels are integrated to provide a continuity
of experience to the user.
On the left, we see multi-channel management,
which is where we stand up multiple channels,
but do not integrate them.
Modern service desk practice omni-channel management.
Look at guidance from your tool vendors
on how to implement omni-channel management
with your tool chain.
In the end,
what you will need to do is shown here on the right,
integrate the data across channels
so it's presented to agents in their workspaces
when they engage with users and not lost
or unavailable to them.