Do you really know how much your Service Desk operations cost? Startling new research results that have just been released show that 78% of Service Desk managers are in the dark over call handling costs.[1] What’s more, 92% of service desks do not even measure the cost of calls transferred to second line support. It [...]
Managing service requests as a small business is a consuming task for service desk teams in smaller organizations. With many companies cutting head count, IT service desk performance suffers as does performance in other support functions. The challenges that exist prior to reduction are for the most part amplified after the loss of staff members. [...]
Part I: How Service Desk Flexibility Makes More Business Sense Can your Service Desk scale up or down in swiftly enough response to your business needs? The astute IT manager knows that the Service Desk exists to enable business. This happens by creating a human interface that assists your customers (end users) in getting answers [...]
Why does ensuring that a customer never has to call back to resolve an issue matter so much? In the world of Service Desk, First Contact Resolution (FCR)is properly addressing the customer’s need the first time they call, eliminating his or her need to follow up with a second call. Simply stated, your Service Desk [...]
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