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Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening and...
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The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...
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The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.
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Better data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality quarterly and improve the quality of service...
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Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.
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An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),...
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This template is designed to help service managers kick-start the standardization of service desk processes.
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The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.
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This note highlights the top three trends to watch for in the 2021 UCaaS market.
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Develop processes, procedures, and policies to effectively manage cloud costs.
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