The enterprise IT industry is giving users what they want. It will not be long before service desks are held to the same standard:
- Voice isn’t going away any time soon, but users are becoming accustomed to messaging and self-service.
- Mobile devices, teleworking, and SaaS are creating increasingly complex tickets.
- Complicated phone menus, unintuitive web portals, and non-empowered agents will always torpedo end-user satisfaction.
Enable your service desk to provide quality and consistent customer service:
- Identify two or three channels.
- Optimize these channels.
- Streamline ticket intake.
- Make gradual changes with a continual service improvement practice.
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Book NowModule 1: Optimize Ticket Channels
The Purpose
- Brainstorm improvements to your systems and processes that will help you optimize.
Key Benefits Achieved
- Develop a single point of contact.
- Reduce the time before a technician can start productively working on a ticket.
- Enable Tier 1 and end users to complete more tickets.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Prioritize channels for improvement. |
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| 1.2 | Optimize the voice channel. |
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| 1.3 | Identify improvements for self service. |
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| 1.4 | Improve Tier 1 agents’ access to information. |
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| 1.5 | Optimize supplementary ticket channels. |
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Module 2: Streamline Ticket Intake
The Purpose
- Create long-term growth by taking a sustainable approach to improvements.
Key Benefits Achieved
- Streamline your overall ticket intake process for incidents and service requests.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Map out the incident intake processes. |
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| 2.2 | Identify opportunities to streamline the incident workflow. |
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| 2.3 | Map out the request processes. |
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| 2.4 | Identify opportunities to streamline the request workflow. |
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