Five Easy Shortcuts for Automated Ticket Routing
Once you've setup some rules to help collect information, you can automate some of your early determinations about the ticket.
by Chris McManus on September 21, 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
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