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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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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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Deciding which service desk metrics to track and how to analyze them can be daunting. It is easy to fall into the trap of tracking too many metrics and getting lost in the...
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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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Simplify your service desk metric analysis. Use this tool to define goal and action-oriented metrics and dashboards for your service desk.
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Taking time to strengthen your service desk fundamentals - including defining clear and efficient ticket queue management processes - will improve service delivery times,...
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This template includes several examples of service desk queue structures, followed by space to build your own model of your optimal service desk queue structure and...
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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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Use this tool to help you identify trends and patterns in your ticket data to action improvement initiatives.
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Avoid the pains of ticket analysis by standardizing your ticket data and ticket data analysis to improve service desk processes.
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