In light of the recent dramatic changes to working arrangements, we at Obie.ai decided to publish a four-part series aiding companies who are being pushed into unfamiliar territory, with some pro tools, tips and hacks that we have seen our customers and other growing enterprises use to accelerate their remote teams. Check out Part 1.
The next important part of supporting remote teams is understanding the business continuity implications of the various issues arising through the course of an employees workflow. When common issues arise, such as internet outages, password resets or other access activations, escalation requests and so on, your support teams must have a process for prioritization.
When prioritizing support issues, consider the following:
- Who is this affecting?
- Can they still do their job?
- Is it affecting multiple people?
- Are other departments involved?
Once you understand your different request types, you can make a plan to triage each issue into tiers of support. The reason this is important is because if your support teams attack each individual issue with the same level of priority, they will spend all their time “fighting small fires” and more critical issues will be ignored.
If you use Slack, one effective way to visually show everybody the importance of issues, is to append emojis to messages or issues. You might even consider creating your own custom emojis that suit your internal priority sequence.
Join us for Part 3 coming soon.