|
Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech’s methodology, and understand the four ways we can...
|
|
|
Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer...
|
|
|
Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on...
|
|
|
Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening...
|
|
|
The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...
|
|
|
The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.
|
|
|
Better data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality quarterly and improve the quality of service...
|
|
|
Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.
|
|
|
An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...
|
|
|
This template is designed to help service managers kick-start the standardization of service desk processes.
|
|
