Month: May 2022

Help Desk quality assurance

8-point Help Desk Quality Assurance Checklist

May 16, 2022 Wayne 0

Do you have a Help Desk quality assurance checklist? Do your Help Desk agents provide high-quality customer service? As a good Help Desk Manager, in addition to establishing customer contact handling procedures and providing your staff with good customer service training, you must audit agent performance. To truly find out how well your customer contacts are being handled, the Help Desk management team must implement a quality assurance audit. This audit is a program to […]

The Top 8 First Contact Resolution Best Practices

May 8, 2022 Wayne 0

Implementing first contact resolution best practices can significantly improve your Help Desk’s resolution rate. First contact resolution is the percent of customer contacts that are solved by the Help Desk in the initial customer interaction without interruption. A successful resolution on the first contact means the issue is resolved before the customer’s initial support session has ended. Why are first contact resolution best practices important? First contact resolution is one of the most important Help […]

14 Help Desk Best Practices: How to Achieve Service Excellence in 2022

May 1, 2022 Wayne 0

Learn how to implement Help Desk practices and improve customer satisfaction, FCR rates, and lower costs. We identified the top 14 Help Desk Best Practices used by customer support centers. These fourteen selections are critical to the core foundation of a smooth-running Help Desk. 1. Perform an IT Help Desk Maturity Assessment For an organization initially setting up its Help Desk, there is a lot of industry-standard process information available to build a strong foundation. […]