Preventing Help Desk and Call Center Burnout: Ideas for Managers and Agents
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.
20 Call Center Scripts with Examples and Templates
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.
Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks
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.
What Does Business Relationship Management (BRM) Mean in ITIL?
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.
What Is Edge Computing? Plus Benefits, Challenges and Examples
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.
Guide to Knowledge Management Best Practices, Tools and Features
When it comes to delivering great customer service, most want an immediate answer to a question they have. This makes knowledge bases the preferred channel over other types of self-serve channels or having to call, email, live chat, or send a message to an organization.
Top 7 KPIs for Measuring Change in ITIL
Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.
As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).
Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence
In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.
What is First Call Resolution (FCR): Why It’s a Critical KPI Metric Plus How to Improve It
One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).
Agile vs. ITIL: How Do They Fit Together? Or Do They?
Developing and implementing technology solutions is a complicated process. Over the years, a wide range of best practice guidelines and frameworks have been created to make this easier and more cost and time-effective, such as Agile and ITIL®.
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