{"id":698,"date":"2010-11-17T08:49:53","date_gmt":"2010-11-17T13:49:53","guid":{"rendered":"http:\/\/sites.scranton.edu\/tag\/"},"modified":"2010-11-17T08:49:53","modified_gmt":"2010-11-17T13:49:53","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/sites.scranton.edu\/tag\/faq\/customer-service\/","title":{"rendered":"Customer Service"},"content":{"rendered":"

The recent survey<\/a> had many comments regarding customer service provided through the Technology Support Center (TSC)<\/a>. \u00a0The TSC receives a high volume of calls (well over 1,000 calls each month) from faculty, staff and students, and it\u2019s an area that IR<\/a> is constantly reviewing. \u00a0They\u2019ve really been working lately on making the TSC more efficient and user friendly.<\/p>\n

The first step in this process was the implementation of a new problem ticketing software application called \u201cFootprints,\u201d<\/a> which allows the TSC staff to log calls in an effective and efficient manner. \u00a0Many incoming calls are resolved by the \u201cfirst level support\u201d provided by the TSC staff members themselves, who can answer a pretty wide variety of questions on everything from email to calendaring to voice services – and they\u2019re continually being trained on new technologies.<\/p>\n

Sometimes, though, calls regarding more complicated questions have to be \u201cescalated\u201d to other IR work groups (sometimes – as in, over 10,000 times in the past year). Footprints coordinates this \u201cescalation\u201d to second tier support staff and automatically notifies division management if a problem ticket has not been \u201cpicked up\u201d within a specific amount of time.<\/p>\n

Footprints also provides immediate feedback to the end user, emailing them with a summary of the problem. \u00a0Even better, in the next few months, all faculty and staff will have access to the end user interface for Footprints — which means we\u2019ll be able to 1) search a knowledge base for existing solutions, 2) log our own problems, and 3) check the status of past problems we\u2019ve logged.<\/strong><\/p>\n

This new Footprints interface is part of IR\u2019s effort to provide users with the ability to resolve their own issues. \u00a0Similarly, they\u2019re also developing more self-service applications, like the password reset process.<\/p>\n

If you have additional concerns about TSC customer service, please let us know<\/a> so we can share them with IR.<\/p>\n

Back to Top Faculty Concerns<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

The recent survey had many comments regarding customer service provided through the Technology Support Center (TSC). \u00a0The TSC receives a high volume of calls (well over 1,000 calls each month) from faculty, staff and students, and it\u2019s an area that IR is constantly reviewing. \u00a0They\u2019ve really been working lately on making the TSC more efficient […]<\/p>\n","protected":false},"author":80,"featured_media":0,"parent":8,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"footnotes":""},"class_list":["post-698","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/pages\/698","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/users\/80"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/comments?post=698"}],"version-history":[{"count":0,"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/pages\/698\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/pages\/8"}],"wp:attachment":[{"href":"https:\/\/sites.scranton.edu\/tag\/wp-json\/wp\/v2\/media?parent=698"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}