05-01-2008, 10:53 AM
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| | End user training / reducing call's for basic issues
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Hi Everyone, I thought I would share some my story of how I was able to drastically reduce our call load here where I work.
Many of our users do not take the time to read the written technical documentation or step by step instructions we have created on how to perform standard settings, Enterprise Activations, reconciliation options, attaching pictures....etc. Our call center is constantly taxed with these tier 1 user settings / basic knowledge call's, it was very time consuming and was costing us alot of money.
Solution? Interative Flash Tutorials!
How you may ask? Well let you explain!
1. Download the emulators to ensure you have the proper skin for the devices used in your company (we standardized on an 8310). If you need to see specific icons on your production device use BBViewer
2. Meet up with a decent flash developer.... (this is the hardest part)
3. Perform a series of steps, screenshotting each one and each transition
4. Document what each screenshot and transition and how it relates to what buttons are pressed.
5. Send all screenshots to flash developer, have them use the Emulator skin as a template, inject the screen shots and use flash to allow the user to interact with the buttons on the skin, hence advancing to the next screen and transition.
6. Publish these tutorials on your local internet site and communciate to users calling in that they can use these tutorials to answer their questions, change settings... etc.
I would publish a sample here but everything has been company specific branded and for legal reasons I cannot. But! We have over 900 users here and we have significantly reduced our call load, this allowing our call center and me (the BES admin) to focus on more important issues at hand, like BES architecture and DR strategies (and some policy configs, groups and software dev).
Please feel free to ask me any questions, I just thought I would pass this along in the hopes that it will reduce the number of calls you get for basic issues.
BES 4.1.5 (2 BES servers, 1 physical, 1 VM)
Exchange 2003 SP2
BESMgmt on SQL 2005 remote cluster (Physical)