Managing Productivity of a Service Team: Customer Best Practices by Nucleus Networks
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The document outlines best practices for managing the productivity of a service team, presented by Eric Dosal and Karl Fulljames. Key topics include utilizing data to enhance operations, accountability within the service team, and essential metrics for productivity management. The discussion emphasizes the use of BrightGauge tools and integrations for effective service management.
![Holding the Service Team Accountable
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* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]](https://image.slidesharecdn.com/brightgaugewebinarmanagingproductivityofaserviceteam-160912204534/85/Managing-Productivity-of-a-Service-Team-Customer-Best-Practices-by-Nucleus-Networks-14-320.jpg)
![Managing Service Team Productivity
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]](https://image.slidesharecdn.com/brightgaugewebinarmanagingproductivityofaserviceteam-160912204534/85/Managing-Productivity-of-a-Service-Team-Customer-Best-Practices-by-Nucleus-Networks-18-320.jpg)
![Managing Service Team Productivity
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]](https://image.slidesharecdn.com/brightgaugewebinarmanagingproductivityofaserviceteam-160912204534/85/Managing-Productivity-of-a-Service-Team-Customer-Best-Practices-by-Nucleus-Networks-19-320.jpg)
![Top Metrics Our Team Uses
www.brightgauge.com
* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]](https://image.slidesharecdn.com/brightgaugewebinarmanagingproductivityofaserviceteam-160912204534/85/Managing-Productivity-of-a-Service-Team-Customer-Best-Practices-by-Nucleus-Networks-21-320.jpg)
![Top Metrics Our Team Uses
www.brightgauge.com
* Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]](https://image.slidesharecdn.com/brightgaugewebinarmanagingproductivityofaserviceteam-160912204534/85/Managing-Productivity-of-a-Service-Team-Customer-Best-Practices-by-Nucleus-Networks-22-320.jpg)
![Top Metrics Our Team Uses
www.brightgauge.com
* Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]](https://image.slidesharecdn.com/brightgaugewebinarmanagingproductivityofaserviceteam-160912204534/85/Managing-Productivity-of-a-Service-Team-Customer-Best-Practices-by-Nucleus-Networks-24-320.jpg)
Managing Productivity of a Service Team: Customer Best Practices by Nucleus Networks
- 1. Customer Best Practices by Nucleus Networks Managing Productivity of a Service Team
- 2. Leading the conversation today www.brightgauge.com Eric Dosal Co-Founder, CEO BrightGauge Software @EricDosal Karl Fulljames VP of Operations Nucleus Networks @kfulljames
- 3. What we’ll cover today ¨ Using Data to Improve Operations ¨ Holding the Service Team Accountable ¨ Managing Service Team Productivity ¨ Top Metrics the Nucleus Networks Team Uses www.brightgauge.com
- 4. ITIL – How we triage ¨ Incident ticket ¤ It’s broken and needs immediate assistance (app keeps crashing, printer jammed, server on fire, etc.) ¨ Service Request/Work Order ¤ Something that can be scheduled (new user starting, application install, new workstation setup, etc.) ¨ Type/Subtype/Item
- 5. Using Data to Improve Operations www.brightgauge.com
- 6. Using Data to Improve Operations www.brightgauge.com
- 7. Using Data to Improve Operations www.brightgauge.com
- 8. Using Data to Improve Operations www.brightgauge.com
- 9. Using Data to Improve Operations www.brightgauge.com
- 10. Using Data to Improve Operations www.brightgauge.com
- 11. Using Data to Improve Operations www.brightgauge.com
- 12. Holding the Service Team Accountable www.brightgauge.com
- 13. Holding the Service Team Accountable www.brightgauge.com
- 14. Holding the Service Team Accountable www.brightgauge.com * Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
- 15. Holding the Service Team Accountable www.brightgauge.com Tech Marks Tickets as “Resolved” Workflow Assigns Ticket to Coordinators Coordinators Review Ticket Fields for Correct Info If incorrect, Reassign back to Tech to cleanup If Correct, Close the Ticket
- 16. Managing Service Team Productivity www.brightgauge.com
- 17. Managing Service Team Productivity www.brightgauge.com
- 18. Managing Service Team Productivity www.brightgauge.com * Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
- 19. Managing Service Team Productivity www.brightgauge.com * Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
- 20. Top Metrics Our Team Uses www.brightgauge.com
- 21. Top Metrics Our Team Uses www.brightgauge.com * Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]
- 22. Top Metrics Our Team Uses www.brightgauge.com * Requires BrightGauge & Nex.to Integration [Free 30 Day New Integration Trial Available]
- 23. Top Metrics Our Team Uses www.brightgauge.com
- 24. Top Metrics Our Team Uses www.brightgauge.com * Requires BrightGauge Advanced Plan with Calculated Metrics [Free 30 Day Upgrade Trial Available]
- 25. Any Questions? www.brightgauge.com To Learn More: www.brightgauge.com/resources Eric Dosal Co-Founder, CEO BrightGauge Software @EricDosal Karl Fulljames VP of Operations Nucleus Networks @kfulljames