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Deciding which service desk metrics to track and how to analyze them can be daunting. Use this deck to narrow down your goal-oriented metrics as a starting point and set...
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This storyboard will review best practices and advice for improving ticket queue management at the service desk.
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With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...
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This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
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Learn how to set up a customer feedback program for your service desks.
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This storyboard will help build a strategy to shift service support from the project team to the service desk, resulting in customer service and agent satisfaction...
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Use this blueprint to create a service request management program that provides immediate value. The template includes the following sections: - Design the Service -...
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Design a VIP support model for the service desk that meets the needs of your executives but doesn’t negatively impact service delivery to the rest of the organization by...
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Use this activity to convene a flowchart improvement working group. It uses onboarding as an example.
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This project includes advice for managers on how to successfully deliver training and how to embed the habits afterward. It also directs managers on how to use...
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