[BB] Participate in Blackboard help desk satisfaction survey

Dear Blackboard users,

 

I am pleased to tell you that we are running an satisfaction survey to gather your views about us working for you. During the Fall 2016 first two weeks, we started a new procedure to not take any calls during peak hours to allow us to respond in a fair and timely manner to all incidents we received during the day. We are committed to working towards improving any areas which the survey highlights as potential sources of dissatisfaction, whilst improving on the things we do well.

 

Please click on the link that follows and fill in your answers, it should not take you more than 5 minutes to complete:

 

https://umiami.qualtrics.com/SE/?SID=SV_2rFfaNB4POoiETj

 

Thank you in advance for participating and helping our team to serve you better.

 

Rick Ramos

Help Desk Supervisor

(P): 305-284-3949

 

Re: [BB] Blackboard Help Desk process - Back to normal phone operation

Thank you, this is great news!

 

Love the personal service!

 

Michelle Gomez

University of Miami School of Law

1311 Miller Drive, G287

Coral Gables, FL  33146

Direct: 305-284-3910

Fax: 305-284-1588

Email: mgomez1@law.miami.edu

 

From: UM Blackboard Announcements [mailto:BB@LISTSERV.MIAMI.EDU] On Behalf Of Ramos, Rick
Sent: Wednesday, September 14, 2016 2:07 PM
To: BB@LISTSERV.MIAMI.EDU
Subject: [BB] Blackboard Help Desk process - Back to normal phone operation

 

Dear Blackboard users,

 

We have resumed our normal phone operations last week and we take all calls in the order received. If we are away from our desk or on another call, leave a voice message at 305-284-3949, send an email to blackboardhelp@miami.edu, or fill out a form from the https://lpt.it.miami.edu/forms/ web page, and an incident will automatically be opened in uService and assigned to our group, Learning Platforms.

 

Please feel free to contact us for any requests and issues you might have.

 

(P): 305-284-3949

blackboardhelp@miami.edu

 

From: UM Blackboard Announcements [mailto:BB@LISTSERV.MIAMI.EDU] On Behalf Of Vilberg, Bill
Sent: Monday, August 22, 2016 1:23 PM
To: BB@LISTSERV.MIAMI.EDU
Subject: [BB] New Blackboard Help Desk process - Leave a Message

 

Greetings, 

 

TWITTER SUMMARY:  

Leave a message when you call the Blackboard Help Desk. We are not answering the phone at this time of year. 

 

DETAILS: 

The process of responding to your requests for service from the Blackboard Help Desk has changed. We are now handling requests in the order received. Whether you leave a voice message at 305-284-3949, send an email to blackboardhelp@miami.edu, or fill out a form from the https://lpt.it.miami.edu/forms/ web page, an incident will automatically be opened in uService and assigned to our group, Learning Platforms. Incidents will be handled in chronological order.  

 

I know that you would probably prefer speaking to a person and having them work on your request immediately. We would prefer being able to do that for you. At the beginning of the semester we receive five times as many requests as in the middle of the semester. It seems unfair to prioritize phone calls over other requests, as we have done in the past. Under this new plan, the method used to contact us will not influence where you are placed in the queue.  

 

Please give this new process a try. We hope that overall you will get better and faster service using this new way of handling requests.   

 

Sincerely, 
- Bill - 

 

William (Bill) Vilberg 
Director, Information Technology 

 

P.S. I am about to go on leave, so replying to this message may result in an "Away" message. Don't be worried or surprised. 

[BB] Blackboard Help Desk process - Back to normal phone operation

Dear Blackboard users,

 

We have resumed our normal phone operations last week and we take all calls in the order received. If we are away from our desk or on another call, leave a voice message at 305-284-3949, send an email to blackboardhelp@miami.edu, or fill out a form from the https://lpt.it.miami.edu/forms/ web page, and an incident will automatically be opened in uService and assigned to our group, Learning Platforms.

 

Please feel free to contact us for any requests and issues you might have.

 

(P): 305-284-3949

blackboardhelp@miami.edu

 

From: UM Blackboard Announcements [mailto:BB@LISTSERV.MIAMI.EDU] On Behalf Of Vilberg, Bill
Sent: Monday, August 22, 2016 1:23 PM
To: BB@LISTSERV.MIAMI.EDU
Subject: [BB] New Blackboard Help Desk process - Leave a Message

 

Greetings, 

 

TWITTER SUMMARY:  

Leave a message when you call the Blackboard Help Desk. We are not answering the phone at this time of year. 

 

DETAILS: 

The process of responding to your requests for service from the Blackboard Help Desk has changed. We are now handling requests in the order received. Whether you leave a voice message at 305-284-3949, send an email to blackboardhelp@miami.edu, or fill out a form from the https://lpt.it.miami.edu/forms/ web page, an incident will automatically be opened in uService and assigned to our group, Learning Platforms. Incidents will be handled in chronological order.  

 

I know that you would probably prefer speaking to a person and having them work on your request immediately. We would prefer being able to do that for you. At the beginning of the semester we receive five times as many requests as in the middle of the semester. It seems unfair to prioritize phone calls over other requests, as we have done in the past. Under this new plan, the method used to contact us will not influence where you are placed in the queue.  

 

Please give this new process a try. We hope that overall you will get better and faster service using this new way of handling requests.   

 

Sincerely, 
- Bill - 

 

William (Bill) Vilberg 
Director, Information Technology 

 

P.S. I am about to go on leave, so replying to this message may result in an "Away" message. Don't be worried or surprised.