Help Desk Structure and Effective Policies
There are many factors to consider when you design your help desk structure. These factors include contact channels, hours of operation, language, customer base location, […]
Month: August 2016
Performance Reporting: Help Desk Metrics
Key performance indicators (KPI) are used for performance reporting to help management understand how the team is performing. It is important to ensure you are […]
Help Desk Organizational Structure for Success
Before you meet your new help desk team, I suggest you understand the help desk organizational structure. Understanding and optimizing the help desk organizational structure […]
Customer service complaints: Help desk improvement steps
If you have managed or worked in a help desk for any amount of time, you may have heard of many customer service complaints occurring […]
Top 10 Help Desk Calls and how to deal with them
What are the top help desk calls received by the help desk from the customers they support? We pulled together the top 10 help desk […]