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.
Module 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.
1.2
Optimize the voice channel.
Action items to improve the voice channel.
1.3
Identify improvements for self service.
Populated CSI Register for self-service channels.
1.4
Improve Tier 1 agents’ access to information.
Identified action items for the knowledgebase.
1.5
Optimize supplementary ticket channels.
Populated CSI Register for additional ticket channels.
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.
2.2
Identify opportunities to streamline the incident workflow.
Streamlined incident intake process.
2.3
Map out the request processes.
2.4
Identify opportunities to streamline the request workflow.
Streamlined request intake process.
Populated CSI Register for request intake.
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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
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