by
Roy Atkinson
Date Published July 5, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? If you don't script, do you have documented guidelines? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Read the recap, and then keep the conversation going on HDIConnect!
Join us again this Friday, July 8, for our next #HDIchat (topic: support channels)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld