Help Desk Phone System

Help Desk Telephone System

August 27, 2018 Wayne 0

Customers have many different channels to request support from your company’s Help Desk. These contact channel methods include chat, telephone, email, social media, in person, and many other channels. Therefor a Help Desk telephone system is still the mainstay of all Help Desk support channels and will be for the […]

Help Desk Management

Help Desk Management

August 18, 2018 Wayne 0

Getting Help Desk Management right is a rewarding journey. At BuildaHelpDesk.com we are promoting solid management practices based on industry standard processes which are critical for an efficient, well performing and customer focused Help Desk. Because of that your challenge as a Help Desk Manager is to identify those industry […]

Help Desk Classification

Help Desk Classification Drive Incident Priority

August 5, 2018 Wayne 0

Help Desk classification is a primary method for Help Desk Agents to set correct incident priority levels. High priority incident tickets can be quickly identified by updating ticket categories by business services. When the Help Desk Agent applies a ticket classification to an incident ticket which is associated with a […]

Ticket Classification Benefits

Ticket Classification Benefits Help Desk management

March 24, 2018 Wayne 0

Ticket classification benefits Help Desk by improving efficiency and will also lead to achieving higher customer satisfaction results. A Help Desk needs a ticket classification scheme to properly handle the customer’s issues when they contact the Help Desk for support. Applying proper ticket classification immediately when a Help Desk ticket […]

Help Desk Ticket Categories

Help Desk Ticket Categories

August 5, 2017 Wayne 0

Most Help Desk and Call Center Managers understand that Help Desk ticket categories are a powerful tool to keep organized. However not all managers understand that Help Desk ticket categories are a prerequisite for many of the processes and tools the Help Desk relies on. It’s not enough to just […]

Help Desk Job Descriptions

Help Desk job description

April 29, 2017 Wayne 0

Help Desk Job Descriptions To understand the current expectations of your Help Desk staff, you need to review their Help Desk job descriptions including role and responsibilities. A well-defined Help Desk job description is critical to define the primary functions and duties for the positions at the Help Desk. So […]

Help Desk Marketing

Help Desk Marketing – Management Strategies

March 19, 2017 Wayne 0

The services offered by your help desk have value only if they are being consumed. Consider Help Desk marketing so the customers of your help desk need to know what services are available and how to request them. These services include computer system repair, application support, and access request management […]

Customer Service Resources

Customer Service Resources

March 12, 2017 Wayne 0

Customer service is a lifelong development skill. Everyday you improve your customer service skills. This is learned by interacting with your customer and working with mentors to provide coaching. However if you talk to anyone with exceptional customer service skills they will tell up how important it is to read […]

Help Desk Certifications

Help Desk Certifications: What you should know

March 11, 2017 Wayne 0

In the world of Information Technology, there are many help desk certifications that can be obtained. Many technology companies offer help desk certifications for their systems and applications. These help desk certifications focus on server administration, programming, security, ITIL, networking, customer service and many other areas. A certification will recognize […]

Trump Tweeting for Customer Engagement

Trump knows Customer Engagement Works

January 21, 2017 Wayne 0

Customer engagement for small business owners starts with being accessible to their customers. Many owners and managers let their front-line staff handle the customer engagement by face to face interaction. While delegation is important, without direct customer interaction leaders lose the pulse of their customers. This leads to failing to […]

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