This article looks at 10 common challenges faced by IT service desks (equally applicable in enterprise service management scenarios) and how you can use them to identify and progress a number of opportunities to improve.
Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.
This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.
Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.
Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.
Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?
Are you planning on becoming an IT service desk manager? If so, then this article is just for you. Please read on as Emma Lander covers off much of what’s needed to get you into this role – from the route taken to qualifications that will help.
This article offers up a quick guide to service catalog success – from getting started, to measuring quality, from checking whether you’re providing services that meet your customers’ needs, to improving your service catalog by matching it to your customer journeys. Get the lowdown here.
Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.
Have you ever stopped to consider the total cost of ownership (TCO) for your current, or next, IT service desk tool? Not just the costs of buying the software but the all-in costs of what it takes to make the tool “fit for purpose” and to maintain this over time? Here we outline all the costs that you need to consider.
All sorts of businesses are starting to hold daily team huddles and finding that they’re transforming the way they work. Team huddles not already a part of your workplace culture? This article contains everything you need to know about them and what they could do for your IT service desk operations.
Corporate IT service desks have long understood the opportunity, and benefits, of knowledge management, but far too many continue to struggle to make the most of what their service desk agents, and the wider IT organization, already know. The question is: why is this?
Do you remember the concept of “follow the sun” service desks? An approach to ensure that there’s always an IT support facility available to employees as and when they need it. This article questions how prevalent 24×7 IT service desks – “follow the sun” or otherwise – are in 2018.
This article aims to provide an overview of the different types of knowledge bases available. The question we want to answer here is: “Is it better for your company to use an internal knowledge base (that’s built into your ITSM tool) or an external knowledge base provided by a third party?”
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