{"id":2585,"date":"2013-09-20T11:17:00","date_gmt":"2013-09-20T09:17:00","guid":{"rendered":"http:\/\/blog.websupport.cz\/?p=2585"},"modified":"2025-03-11T21:18:18","modified_gmt":"2025-03-11T20:18:18","slug":"jak-merime-nas-wow-helpdesk","status":"publish","type":"post","link":"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/","title":{"rendered":"Jak m\u011b\u0159\u00edme n\u00e1\u0161 WOW helpdesk"},"content":{"rendered":"<p>Doby se m\u011bn\u00ed a s spolu s n\u00ed se m\u011bn\u00ed i n\u00e1roky a po\u017eadavky klient\u016f. Nen\u00ed tajemstv\u00edm, \u017ee soci\u00e1ln\u00ed s\u00edt\u011b v nemal\u00e9 m\u00ed\u0159e ovliv\u0148uj\u00ed v\u00fdsledky va\u0161\u00ed firmy a budov\u00e1n\u00ed brandu. Pokud jste neuspokojili z\u00e1kazn\u00edka v dob\u011b, kdy je\u0161t\u011b nebyly soci\u00e1ln\u00ed s\u00edt\u011b, n\u00e1sledek nebyl tak fat\u00e1ln\u00ed, proto\u017ee se o tom dozv\u011bdlo jenom p\u00e1r lid\u00ed. Kdy\u017e n\u011bco takov\u00e9ho ud\u011bl\u00e1te dneska, re\u00e1ln\u011b se o tom m\u016f\u017ee dozv\u011bd\u011bt a\u017e n\u011bkolik tis\u00edc lid\u00ed a to d\u00edky jednomu statusu na Facebooku nebo Twitteru. A to u\u017e je celkem v\u00e1\u017en\u00fd d\u016fvod, pro\u010d se vyplat\u00ed m\u00edt \u0161pi\u010dkov\u00e9 slu\u017eby, kvalitn\u00ed podporu a spokojen\u00e9 z\u00e1kazn\u00edky.<br \/>\n<!--more--><\/p>\n<p><strong>Podle pr\u016fzkumu, kter\u00fd se uskute\u010dnil za\u010d\u00e1tkem roku 2013, m\u00e1 pr\u00e1v\u011b vliv prvot\u0159\u00eddn\u00ed zakaznick\u00e9 podpory n\u00e1sleduj\u00edc\u00ed dopady:<\/strong><\/p>\n<ul>\n<li>81% o tom \u0159ekne p\u0159\u00e1tel\u016fm a rodin\u011b<\/li>\n<li>45% se pod\u011bl\u00ed se sv\u00fdmi zku\u0161enostmi na soci\u00e1ln\u00edch s\u00edt\u00edch<\/li>\n<li>35% v\u00e1m nap\u00ed\u0161e recenzi<\/li>\n<li>52% v\u00e1m z\u016fstane v\u011brn\u00fdch<\/li>\n<li>24% v\u00e1s bude preferovat p\u0159ed konkurenc\u00ed a\u017e po dobu dvou let!<\/li>\n<\/ul>\n<h4>Poskytujeme dobr\u00fd helpdesk?<\/h4>\n<p>My jsme si u\u017e p\u0159ed \u010dasem polo\u017eili n\u00e1sleduj\u00edc\u00ed ot\u00e1zky: \u201cJe n\u00e1\u0161 helpdesk dobr\u00fd? D\u011bl\u00e1me dob\u0159e to, co d\u011bl\u00e1me? V\u00edme jist\u011b, \u017ee se zlep\u0161ujeme?\u201d P\u0159izn\u00e1v\u00e1m, \u017ee na tyto ot\u00e1zky jsme si neum\u011bli d\u00e1t jednozna\u010dnou odpov\u011b\u010f. U\u017e dlouh\u00e9 roky ned\u00e1me dopustit na <a title=\"Nicereply.com\" href=\"http:\/\/bit.ly\/19e4apv\" target=\"_blank\">Nicereply<\/a>, kde n\u00e1m na\u0161i klienti <a title=\"Hodnocen\u00ed WebSupport na Nicereply\" href=\"http:\/\/bit.ly\/1aKpiqJ\" target=\"_blank\">zanechaj\u00ed m\u011bs\u00ed\u010dn\u011b stovky hodnocen\u00ed<\/a>. Ale sta\u010d\u00ed to? Ne.<\/p>\n<p>V duchu hesla: \u201cYou can&#8217;t manage what you don&#8217;t measure\u201d (\u201cnem\u016f\u017ee\u0161 \u0159\u00eddit to, co nem\u016f\u017ee\u0161 zm\u011b\u0159it\u201d) jsme si nastavili ukazatele v\u00fdkonnosti, kter\u00e9 jsme cht\u011bli sledovat, kter\u00e9 jsme schopni ovlivnit a podle kter\u00fdch jsme schopni vy\u010d\u00edslit, jestli se zlep\u0161ujeme nebo ne. V na\u0161em p\u0159\u00edpad\u011b, tedy u n\u00e1s na helpdesku, je alfou a omegou kvalita odpov\u011bdi a dostupnost (tyto ukazatele se samoz\u0159ejm\u011b li\u0161\u00ed odd\u011blen\u00ed od odd\u011blen\u00ed).<\/p>\n<h4>Co je kvalita a co je dostupnost?<\/h4>\n<p>Dal\u0161\u00edm krokem bylo ur\u010dit si, co pro klienty (a samoz\u0159ejm\u011b i pro n\u00e1s) reprezentuje kvalitu, a co reprezentuje dostupnost. Tyto dva ukazatele jsme si potom rozd\u011blili na dal\u0161\u00ed men\u0161\u00ed celky. Co\u017e je t\u0159eba pr\u016fm\u011br hodnocen\u00ed na Nicereply, procento hovor\u016f, na kter\u00e9 nebylo odpov\u011bzeno, pr\u016fm\u011brn\u00e1 rychlost odpov\u011bdi na ticket, pr\u016fm\u011brn\u00e1 d\u00e9lka v \u0159ad\u011b na chatu a obl\u00edben\u00e9 WOW. Co\u017e je v podstat\u011b n\u011bco, \u010d\u00edm klientovi vylep\u0161\u00edme den, \u010d\u00edm mu d\u00e1me n\u011bco nav\u00edc, v pozitivn\u00edm slova smyslu ho zasko\u010d\u00edme nebo p\u0159ekvap\u00edme.<\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-3842\" title=\"Tagcloud slovn\u00edch hodnocen\u00ed\" alt=\"Tagcloud slovn\u00edch hodnocen\u00ed\" src=\"http:\/\/blog.websupport.cz\/wp-content\/uploads\/2013\/09\/hd-obrazek.jpg\" \/><\/p>\n<p>Takto um\u00edme p\u0159esn\u011b identifikovat, co n\u00e1m ovlivnilo kvalitu, kdy\u017e jeden m\u011bs\u00edc jsme m\u011bli <strong>140,5%<\/strong> a druh\u00fd <strong>\u201cjenom\u201d 123%<\/strong>. Jednodu\u0161e si porovn\u00e1me pln\u011bn\u00ed d\u00edl\u010d\u00edch c\u00edl\u016f u jednotliv\u00e9ho m\u011bs\u00edce a identifikujeme ten ukazatel, kter\u00fd to nejv\u00edce ovlivnil. \u00a0Co je nevyhnuteln\u00e9 v procesu m\u011b\u0159en\u00ed, podobn\u011b jako ve sportu, je m\u00edt nastaven\u00e9 c\u00edle. Bez dobr\u00e9ho nastaven\u00ed c\u00edl\u016f by to bylo zbyte\u010dn\u00e9, proto\u017ee by v\u00e1s nem\u011blo co hn\u00e1t kup\u0159edu. Samoz\u0159ejm\u011b, \u017ee to mus\u00ed b\u00fdt re\u00e1ln\u00e9 a dosa\u017eiteln\u00e9 hodnoty, ale tak\u00e9 v\u00fdzvy!<\/p>\n<h4>Statistiky a spokojen\u00ed z\u00e1kazn\u00edci<\/h4>\n<p>Aby to ale cel\u00e9 nebylo nazmar, je d\u016fle\u017eit\u00e9 m\u00edt statistiky po\u0159\u00e1d na o\u010d\u00edch. My na helpdesku na to m\u00e1me vyhrazenou tabuli, kde jsou na\u0161e v\u00fdsledky za uplynul\u00fd m\u011bs\u00edc. \u010casem to ale ur\u010dit\u011b chceme posunout o level v\u00fd\u0161 a vytvo\u0159it elektronickou n\u00e1st\u011bnku s real-time v\u00fdsledky za aktu\u00e1ln\u00ed obdob\u00ed.<\/p>\n<p>Pokud to m\u00e1m cel\u00e9 shrnout, implementace na\u0161eho m\u011b\u0159en\u00ed kvality byl krok, kter\u00fd bych ur\u010dit\u011b nevr\u00e1til zp\u011bt. Poda\u0159ilo se n\u00e1m tak rozd\u011blit p\u0159ehledov\u00e9 statistiky (po\u010det chat\u016f, po\u010det hovor\u016f, d\u00e9lka odpov\u011bd\u00ed&#8230;) a statistiky, kter\u00e9 p\u0159\u00edmo ovliv\u0148uje v\u00fdkon na\u0161eho t\u00fdmu. Celkov\u011b si tak dok\u00e1\u017eeme ka\u017ed\u00fd m\u011bs\u00edc zm\u011b\u0159it, jak \u00fasp\u011b\u0161n\u00ed jsme byli a p\u0159edev\u0161\u00edm, jak spokojen\u00ed byli na\u0161i z\u00e1kazn\u00edci. A kolikr\u00e1t jsme je donutili \u0159\u00edct WOW!<\/p>\n<p>Martin Ba\u010da<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Doby se m\u011bn\u00ed a s spolu s n\u00ed se m\u011bn\u00ed i n\u00e1roky a po\u017eadavky klient\u016f. Nen\u00ed tajemstv\u00edm, \u017ee soci\u00e1ln\u00ed s\u00edt\u011b v nemal\u00e9 m\u00ed\u0159e ovliv\u0148uj\u00ed v\u00fdsledky va\u0161\u00ed firmy a budov\u00e1n\u00ed brandu. Pokud jste neuspokojili z\u00e1kazn\u00edka v dob\u011b, kdy je\u0161t\u011b nebyly soci\u00e1ln\u00ed s\u00edt\u011b, n\u00e1sledek nebyl tak fat\u00e1ln\u00ed, proto\u017ee se o tom dozv\u011bdlo jenom p\u00e1r lid\u00ed. Kdy\u017e n\u011bco [&hellip;]<\/p>\n","protected":false},"author":32,"featured_media":2588,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[218,4],"tags":[108,219,19,220],"class_list":["post-2585","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-helpdesk-2","category-technologie","tag-helpdesk","tag-kvalita","tag-websupport","tag-wow"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Jak m\u011b\u0159\u00edme n\u00e1\u0161 WOW helpdesk - Websupport.cz Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Jak m\u011b\u0159\u00edme n\u00e1\u0161 WOW helpdesk - Websupport.cz Blog\" \/>\n<meta property=\"og:description\" content=\"Doby se m\u011bn\u00ed a s spolu s n\u00ed se m\u011bn\u00ed i n\u00e1roky a po\u017eadavky klient\u016f. Nen\u00ed tajemstv\u00edm, \u017ee soci\u00e1ln\u00ed s\u00edt\u011b v nemal\u00e9 m\u00ed\u0159e ovliv\u0148uj\u00ed v\u00fdsledky va\u0161\u00ed firmy a budov\u00e1n\u00ed brandu. Pokud jste neuspokojili z\u00e1kazn\u00edka v dob\u011b, kdy je\u0161t\u011b nebyly soci\u00e1ln\u00ed s\u00edt\u011b, n\u00e1sledek nebyl tak fat\u00e1ln\u00ed, proto\u017ee se o tom dozv\u011bdlo jenom p\u00e1r lid\u00ed. Kdy\u017e n\u011bco [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/\" \/>\n<meta property=\"og:site_name\" content=\"Websupport.cz Blog\" \/>\n<meta property=\"article:published_time\" content=\"2013-09-20T09:17:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-11T20:18:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.websupport.cz\/blog\/app\/uploads\/2013\/09\/blog-wowkvalita.png\" \/>\n\t<meta property=\"og:image:width\" content=\"517\" \/>\n\t<meta property=\"og:image:height\" content=\"112\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Martin Ba\u010da\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Napsal(a)\" \/>\n\t<meta name=\"twitter:data1\" content=\"Martin Ba\u010da\" \/>\n\t<meta name=\"twitter:label2\" content=\"Odhadovan\u00e1 doba \u010dten\u00ed\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minuty\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/\"},\"author\":{\"name\":\"Martin Ba\u010da\",\"@id\":\"https:\/\/www.websupport.cz\/blog\/#\/schema\/person\/cd68575268fb16c051d369dc5a2deec5\"},\"headline\":\"Jak m\u011b\u0159\u00edme n\u00e1\u0161 WOW helpdesk\",\"datePublished\":\"2013-09-20T09:17:00+00:00\",\"dateModified\":\"2025-03-11T20:18:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/\"},\"wordCount\":752,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.websupport.cz\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.websupport.cz\/blog\/app\/uploads\/2013\/09\/blog-wowkvalita.png\",\"keywords\":[\"helpdesk\",\"kvalita\",\"websupport\",\"wow\"],\"articleSection\":[\"Helpdesk\",\"Technologie\"],\"inLanguage\":\"cs\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/\",\"url\":\"https:\/\/www.websupport.cz\/blog\/2013\/09\/jak-merime-nas-wow-helpdesk\/\",\"name\":\"Jak m\u011b\u0159\u00edme n\u00e1\u0161 WOW helpdesk - 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Pre nich vym\u00fd\u0161\u013ea nov\u00e9 vylep\u0161enia a n\u00e1stroje, ktor\u00e9 u\u013eah\u010duj\u00fa obojstrann\u00fa komunik\u00e1ciu a pos\u00favaj\u00fa n\u00e1\u0161 support neust\u00e1le vpred. 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