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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

12 Help Desk Ticket Examples and Responses for Busy IT Managers

Help Desk Ticket EXamples

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IT help desks are busy operations. Customers, whether internal or external, are calling and, in most cases, sending support tickets via online forms and Live Chat.

IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of examples to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.

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SLA Formula: How to Calculate and Improve Service Level Agreement Scores

SLA Formula Calculations

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When it comes to customer service and IT support, Service Level Agreements (SLAs) are essential for ensuring high-quality customer service and maintaining contracts between in-house teams, customers, and service providers.

As call center and IT help desk managers, your ability to maintain high SLA scores can significantly impact both customer satisfaction and the efficient running of contact center or IT operations.

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Top 10 Customer Satisfaction Goals: Achieving Business Success

Customer Satisfaction Goals

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In today's business landscape, where online reviews and customer feedback can make or break a brand, customer satisfaction goals play a critical role. These goals, when thoughtfully crafted, act as a compass guiding businesses to address specific pain points, tailor products or services to evolving needs, and innovate where necessary. Achieving these benchmarks signals a deeper understanding of customer preferences, needs, and desires. Businesses that excel in setting and reaching customer satisfaction goals often see direct results: higher retention rates, more referrals, and a distinct competitive advantage in their markets.

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15 Top Strategies to Ensure Customer Satisfaction

Customer Satisfaction Strategies

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As businesses try to stand out in a competitive market, creating a good customer experience strategy has become critical. The importance of this lies not just in the fact that it leads to higher customer satisfaction, but more importantly, it impacts the bottom line.

Recent studies have confirmed the crucial link between customer experience and business outcomes. According to a report by Forrester, mass market auto manufacturers that improve their CX scores by 1 point can lead to a whopping $1 billion+ in extra revenue.

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Giva’s List of 25 Top Call Center Statistics for 2024

Call Center Statistics

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Call centers are a mission-critical component of numerous types of businesses, from banks to healthcare providers, telecoms to airlines.

Call center managers operate in a world of data, statistics, Key Performance Indicators (KPIs), customer satisfaction, and dozens of other metrics. It can be difficult to know which call center productivity metrics are the most important.

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Preventing Help Desk/Call Center Burnout: Ideas for Managers and Agents

Help Desk/Call Center Burnout & Stress

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Burnout, stress, and anxiety are at epidemic proportions, and it's a serious problem in IT, ITSM help desk, and call center functions across the US and worldwide.

Burnout "is a special type of work-related stress — a state of physical or emotional exhaustion that also involves a sense of reduced accomplishment and loss of personal identity."

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20 Call Center Scripts with Examples and Templates

Call Center Scripts

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Call center scripts assist support agents in providing the best customer experience in the unpredictable environment of customer service interactions. They can also help prevent customers from having a bad experience, which can increase customer loyalty.

Without call center customer service scripts, agents might find themselves lost for words or unable to know how to handle a situation, increasing stress and potentially employee turnover.

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Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

3 Types of Help Desks: Reactive, Proactive, Predictive

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IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

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What Does Business Relationship Management (BRM) Mean in ITIL?

IT Business Relationship Management

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In any IT-based service operation, such as IT Service Management (ITSM), especially when they operate on ITIL principles, a Business Relationship Manager (BRM) is the go-between with the rest of the organization.

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What Is Edge Computing? Plus Benefits, Challenges and Examples

Edge Computing Technology

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Edge computing, or edge cloud computing, is a new technology for communications and data processing connected to the cloud. More people are wondering what it is as it gains popularity. How does it work, and how does it compare to cloud computing? Everyone should know a few key traits of edge tech and its main applications today.

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