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Service Desk
5 Tips for IT Service Desk Agent Recruitment from The Avengers
Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.
You Need to Manage What You Cannot Measure in the IT Service Desk
Are you measuring activity-based metrics? Or value-based? And what about customer satisfaction? Do you even know? Here, Industry authority Aale Roos discusses why it’s time to reevaluate your IT service desk metrics, and why.
What Does Customer Experience (CX) Mean for IT Service Desks?
The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.
Getting Your Service Desk Metrics and Measurement Right
When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.
Is Your IT Support Chatbot’s Weakest Link Your People?
Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?
Voice as an IT Service Desk Interface: “Alexa, Do I Need to Wear My Trousers Today?”
What’s the point of virtual assistants like Alex for the IT service desk? And how can we make use of the technology to improve service desk efficiency? Let’s take a look.
The 4 Foundational Pillars for Better IT Service Desk Performance
What’s the key to improved IT service desk performance? And what can we learn from an exemplar B2C success story to drive service and support success? Take a look.
How Internal IT Support Lags Behind External Customer Support
Internal IT support will probably always lag behind external customer support, but there’s still things we need to better understand, says Stephen Mann.
10 Tips for IT-Support Chat Success
In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, here we aim to dive into them in a little more detail.
Analyst 2.0: What Does the Future of IT Support Look Like?
This article offers a quick, and easy, insight into the Analyst 2.0 report published by SDI and what skills are needed by future service desk analysts.
IT Service Desk Life in 2017
The findings of the Sunrise Mobile and Summer Survey are in and make interesting reading. So, what did we find out about IT service desk life in 2017?
3 Ways Real-Time Translation Helps IT Service Desks With Multilingual Support Needs
Using artificial intelligence and machine learning, provides quick and accurate translation across communication channels, notably chat and ticketing.