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Transform Your Service Desk into a Solutions Center

Focus on Service, Efficiency, Costs Companies can’t deny their dependence on service desk processes and technologies for their day-to-day operations. When email goes down, how many calls are logged within five minutes to the service desk? We all rely on the service desk to monitor and resolve our desktop and system-wide issues quickly so our […]

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Benefits of using self-service customer support software

One of the fastest rising trends in customer support software is the usage of self-service software to bridge the gap between customers and the support personnel. Self-service software allows customers to make decisions about their needs and provides them with a way to communicate those needs to the service and support department and dedicated staff. […]

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Information access and management for HR department with help desk software

Employee relationship is essential function of human resource management. An effective communication process established through appropriate media reduces the risks of confusions and conflicts between employees and the management. Efficient flow of information enables managers to get reliable results from feedback of employees. To obtain results of tasks fulfillment, the manager is always dependent on […]

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Efficient way to track and organize communication with customers

When your company communicates with your clients and customers the process can involve many different people within both organizations and using a variety of different methods. To ensure that your company can provide the best customer support experience possible, the utilization of online service desk software should be considered. Typical service desk software will allow […]

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Help Desk Planning and Deploying

To set up a help desk and customer support system that reflects your service and support structure, you need a good understanding of that structure and help desk processes. Information Recording and Tracking What information do you want to record and track for each issue and help desk ticket? Do you manage and co-ordinate issues […]

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Help desk software in a SaaS environment

What is a help desk software? Help desk software is what brings together the different methods of a company’s customer service and support. A powerful help desk support system requires careful integration of support ticket software and knowledge base. A quality online help desk software should also cooperate with any existing website software and design. […]

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Support ticket categorization and classification

In most service desk systems, support ticket classification exists primarily to classify tickets and issues in order to provide initial support. Initial support means proper analysis, evaluation and assignment. The issues behind the actual classification itself may experience problems in a typical help desk workflow. Typical classification schemes are often too complicated, or there are […]

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Implementing a knowledge base to boost help desk call resolution

First call resolution and resolutions within the help desk are two measurements that will show you how you’re help desk process is successful. If your first call resolution is as low as 50%, you’ll find frustrated users, since one in two don’t get the help they need as quickly as they should. Some of the […]

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Customer Satisfaction Measurement

The most revealing ways to measure your help desk or service desk performance is to survey your customers. There are several approaches to the surveys, but some are more effective than others. The best approach to measure help desk customer satisfaction is case-by-case surveying. Each time a case is closed, which means the problem has […]

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The Help Desk Performance: Focus on Fundamentals

The successful help desk focuses on the essential service desk and focuses on these fundamentals to raise help desk performance to optimum levels. 1. Real-time handling of support requests Spend time each week looking at call volume and email workload on an hourly basis. You will find trends for each day of the week and […]

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