How Automation Can Help You Create and Meet SLAs
At the service desk, good IT help desk software offers comprehensive reporting of SLA-related metrics.
by Nathan Riley on August 22, 2017
Welcome to the first edition of the Samanage “Active Incidents.” Corny, I know. Congratulations on reading this feature before it’s cool. It’s like buying Amazon stock in ‘97, except you don’t get to retire once everyone else catches on.
by Chris McManus on August 18, 2017
Perhaps you or your co-workers have issues with communication within your organizations. While technicians try their best to address users’ issues, it can be difficult to keep everyone informed on everything they’d like to know. These days, organizations are looking for more effective forms of communication to improve efficiency. One way is real-time messaging with Slack.
by Chris McManus on August 15, 2017
Research shows the most important question you should ask in your customer satisfaction survey is: How much effort did you have to put forth to handle your request? Decreasing the amount of effort users have to expend to get a resolution is the key to boosting customer satisfaction.
by Joseph Brown on August 15, 2017
The days of fumbling through emails and spreadsheets for IT support are long over. Service agents want to organize and delegate support issues more efficiently. Self-service portals have revolutionized the entire process, presenting solutions to all of these problems.
by Chris McManus on August 14, 2017
What if your service desk was so good that it could solve problems before they happen? You can't predict unexpected events, but you can and should address predictable events. Researchers from the Corporate Executive Board (now part of Gartner) refer to this as creating "event clusters," and it could be the key to boosting your first-touch resolution (FTR) rate.
by Matt Cox on August 10, 2017