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HDI 2010
Pete,
Thanks for your knowledge and inspiring words in your Team Lead course at HDI 2010. I took the test about an hour ago, and passed with flying colors. I just wanted to take a minute and say thanks for everything. A lot of what you said has really stuck with me, and that knowledge directly impacted the results of my exam, obviously for the better.
I look forward to meeting you again in the future.
Take care,
Britton Anderson
Support Center Analyst
University of Alaska, OIT Support Center
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One Call Does IT All!
Imperial Irrigation District
333 E Barioni Blvd
Imperial, CA 92251
October 1, 2009
McGarahan & Associates
Yorba Linda CA
Dear Pete:
Enclosed is a summary of the evaluations from the next level of service Help Desk your firm helped us with. We are very pleased with the results and feel you passed our expectations with accomplishing a difficult task quite well.
It has been a pleasure working with you. You were truly the best choice to help us implement a single point of contact service desk.
Again, thank you for tailoring the industry best practices to our our environment. We have evolved from a 10% first call resolution to a 55 – 60% FCR and our company objectives were met.
Sincerely,
William R. Thornburg
IT Service Desk Manager
Imperial Irrigation District
760-339-9547
One Call Does It All! You can contact
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Pete's HDI Customer Service Week FCR Webinar Delivers!
Peter McGarahan’s webinar for HDI during Customer Service week brought a great focus to how First Contact Resolution (FCR) is a great metric, but should not live in a vacuum. He stressed the value of making sure the documentation is complete, and making the goal not just “checking off” the incident, but rather tying resolution to a fuller customer experience. In order to provide that experience, Pete stressed the importance of good support tools, including knowledge management.
Roy Atkinson
Supervisor, IT Desktop Support, The Jackson Laboratory
President, HDI Northern New England
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Self-Service Treasure
Hi Pete,
I was doing some research on another topic and came across your white paper on Self Service.
You did a thorough job of capturing the very real challenges of implementing Self Service, and of articulating some strong and practical steps for doing it right.
Just thought I'd drop you a quick note that I appreciated your thought and thoroughness you put into addressing this very timely topic of implementing Self Service ... especially timely in these times : )
I'm going to reference your work to my FRS colleagues and to clients we're working with, as a strong and knowledgeable reference to consult on this topic.
Thanks for putting your insights on paper Pete.
Brenda
Download a complimentary copy of Self-Self-Service Success
___________________________
Brenda Iniguez
Americas Service Mgmt. Services Director
FrontRange Solutions
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Great Feedback!
Dear Pete,
The feedback you sent me on cost per call and cost per resolution was incredibly helpful. My presentation to the COO was great! I quoted a savings of almost $400,000 a year based on our increased call resolution rates.
Thanks again!
Susan
IT Director, Customer Service
Inova Health System
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Great Article!
Peter,
Hello. I met you at the HDI event in Charleston this year and was very impressed with your training session and enthusiasm overall. I've just finished reading your article in the Nov/Dec issue of HDI Support World and want to commend you on a job well job!
This is a great article, and the top ten list should be words to live by for any Service Desk.
If you're ever in San Francisco, please give me a call. I'd love to give you a tour of our Service Desk!
Best regards,
Leo Solomon
Barclays Global Investors
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Building the Road
Hey Team,
I realize that I have started to dive into daily tasks without pausing to introduce myself to the team - so I'd like to take this opportunity to fix that!
I have read through the communications Pete has sent along during his time here, and am in full agreement with them. Pete has not just blazed a trail, he has built us a road, complete with curbs, sidewalks and streetlights. :-) Now it's up to us to walk down that road!...............
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You were a great help!
Pete,
Your training course for ‘Support Center Analyst’ really conveyed ‘The big picture’. You gave us so much relevant information and helped connect the dots for us as well. We are excited about the new information we received from you and we have developed new action items that we are planning to improvise and optimize our helpdesk. Thank you again for all the valuable information. You've made a difference on how we will continue to support, implement and operate our helpdesk processes.
Bader AL-Shammari
Quality Assurance, Team Lead,
SABIC
Al-Jubail, Saudi Arabia
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CSU 3rd Annual Help Desk Conference
Hello Pete,
The 3rd annual CSU Help Desk Leadership Conference was a huge success! Sixty Help Desk Managers and IT professionals from 19 of the 23 CSU campuses enjoyed your superb Keynote presentation and everyone felt that you added great value to our conference.
Thank you very much for participating!
Chris Olsen, Director, User Support Services
Information Technology - California State University, Northridge
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A wealth of knowledge
Hi Pete,
I was honoured to meet you at the HDI conference in Dallas and sat in on all your sessions. I found you to be a wealth of knowledge and really appreciated all that you shared.
Thank you once again for all the great information. If there is anything that I can do in return, please don't hesitate to ask.
I thank you for all your time, knowldge, quick responses and willingness to share.
Agnes Mhene
Customer Support Analyst III
Customer Support Centre, ISD
Tele: 604-231-8532
Cell: 604-831-2725
Email: Agnes.Mhene@WorkSafebc.com
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Service Leadership
08/24/2010
August 17th, 2010
 “My research debunks the myth that many people seem to have . . . that you become a leader by fighting your way to the top. Rather, you become a leader by helping others to the top. Helping your employees is as important, and many times more so, than trying to get the most work out of them.” ~ William Cohen, The Stuff of Heroes: The Eight Universal Laws of Leadership.
I just read a great article in Support World Magazine by Peter McGarahan titled “Service Leadership ” for the full pdf read click HERE.
here’s a short excerpt…Pete writes…. -In my many leadership positions and interactions with support professionals around the world, effective leadership comes down to one thing: people care when they know that you care!
In recent Gallup polls regarding the state of the U.S. worker, it is shocking and disappointing to see how many people are truly disengaged in the workplace. In support organizations, the biggest differentiator between organizations that excel at service delivery, customer service, and delivering business value and the ones that always struggle is leadership. Leaders who approach their responsibilities with energy, passion, and intelligence will always make a difference in people’s lives.
These leaders never forget: Where they came from, What it took to get where they are, and The important lessons they learned along the way.
They are particularly resourceful and utilize trusted, experienced mentors for advice, direction, and support. What’s even more interesting is the fact that these leaders-successful, happy people-are humble! They never let their egos convince them that they are the smartest people in the room, and they never let arrogance stand in the way of being a good listener and a continuous learner.
Obvious - Common Sense - old news…you say?! Well yes… it is, but rare and wonderful is the leader whose life emulates these principles. And blessed, happy and engaged are the few lucky souls who work with that leader.
Kirk Out
Reducing Support Costs!
06/01/2010
Reducing Support Costs with a "Shift-Left" Strategy: An Interview with Pete McGarahan
By Cinda Daly
"Arise, ye service leader! The time is now!" proclaims Pete McGarahan, an industry thought leader and respected consultant for twenty-five years. It's not a new concept that service leaders need to run their support organization like a business. Achieving that point, however, is challenging. With continuing pressures to drive down support costs, service leaders need to optimize the business model: determine what's really important, then dive deep into the detail of structure, process, people, and tools. [More]
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