For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue….
Read MorePsychology in the Service Desk: Firefighting and Burn-out
3 questions CIOs should be asking their I&O teams…but probably aren’t
In complex IT environments, asking the right questions is the key to discovering and solving challenges and risks—and questions can…
Read MoreMultichannel vs Omnichannel Support: What’s the Difference?
What’s the difference between an omnichannel service desk and a multichannel service desk? “Omnichannel” and “multichannel” are often used interchangeably. But…
Read MoreWhy You Need an Omnichannel Service Desk
IT customers’ expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service…
Read MoreService Desk Challenge: Increase IT Customer Satisfaction
This is article 6 in a series of 8. Read article 1 in the series here. The Challenge The service…
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