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Activity Prioritisation is vital for CX and the future of support.
In IT, at least a quarter of ageing service tickets become bad experiences because needs are not met quickly enough, or are not even met at all.*
Backlog builds. Tickets are chased - and much more than is known.
The reason has little to do with teams being busy. Standard practice is the reason. Accepted as best practice when it is not, larger organisations are left with major operational issues that harm service quality and customer experience.
Ticket prioritisation is standard practice. When needs are not met at the initial response, subsequent activity to reach completion is completely unguided apart from a completion service level target - the SLA - which is defunct for tickets placed on-hold and is otherwise very often unmanaged.
Activity Prioritisation (AP) addresses this major shortcoming by providing continuous guidance, ensuring responsiveness and timely progression without exception. Service level targets are rarely reached and when they are, breach is either prevented, or the breach is not for long^.
AP and other TOFT practices have been designed and developed for IT support but are equally applicable for any busy and complex customer service division. The way to success in IT can be shared with your line-of-business where success matters the most.
There is probably no better way for IT to add value for its supported business.
To get started, IT governance and leaders must recognise that due to absent Activity Prioritisation, frequent bad experiences occur for these reasons...
^ Conditional to adequate ticket queue cover. Perfect Prioritisation dissolves this condition and includes SLA breach prevention.
Activity Prioritisation is one primary practice in TOFT 7 essentials, each filling gaps in standard practice, through service tool utilisation.
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