Axios Blog / Service Desk

by Markos Symeonides, on 23-Jul-2020 17:18:22

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals to ask if they find it …

Read Story
Topics:Service DeskOrganizations and peopleAdoptionRecruitmentStatisticsResearchSurvey

by Markos Symeonides, on 22-Jul-2020 15:52:35

For many service desks, First Call Resolution (FCR) is the "holy grail" of metrics, but should it be? Like any metric, First Call Resolution is just a number. It will …

Read Story
Topics:Service DeskanalyticsFCRMetricsProblem ManagementFirst Call Resolution

by Markos Symeonides, on 21-Jul-2020 14:19:00

Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need …

Read Story
Topics:Service DeskITIL 4OmnichannelMultichannelAdoption

by Markos Symeonides, on 20-Jul-2020 15:50:00

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find …

Read Story
Topics:Service DeskOmnichannelMultichannelAdoption

by Markos Symeonides, on 15-Jul-2020 14:00:00

IT customers' expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service suppliers and government organizations so that they can choose the …

Read Story
Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experienceOmnichannel

by Markos Symeonides, on 14-Jul-2020 14:30:00

In our recent webinar 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed attendees about the #1 thing that annoyed IT customers. The results were interesting …

Read Story
Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experience

by Markos Symeonides, on 13-Jul-2020 14:15:00

Unplanned work (things you didn't know you needed to do when you started your day) gets in the way of planned work (things you should be doing). This is why …

Read Story
Topics:Service DeskITIL 4

by Martin Stewart, on 10-Jul-2020 15:00:00

For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue. It could be a minor issue. It could be a catastrophic system failure …

Read Story
Topics:Knowledge ManagementService CatalogService Deskit customer experienceWell-beingService PortfolioFirefightingPassword Reset

by Markos Symeonides, on 09-Jul-2020 14:00:00

Research from Microsoft shows that over half (56%) of organizations are doing something with AI, yet only 24% of business leaders say they have a defined AI strategy. Most organizations …

Read Story
Topics:ITILService DeskInnovationAIChatbotFocus on value

by Markos Symeonides, on 08-Jul-2020 14:30:00

Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacityif …

Read Story
Topics:Knowledge ManagementService DeskAIChatbot

Axios Blog

8903df5f-94b4-49e2-a121-71caa4f949dc

Recent Posts

Popular Posts

More...