All ResourcesArtificial IntelligenceDesktop SupportService Desk 7 Steps to Future-Proof Your IT Service and Support Career in the Age of AIAs the IT industry experiences a rapid evolution fueled by artificial intelligence and machine learning, many professionals working in IT service and support are becoming concerned about the possibility of…Jeffrey RumburgMarch 14, 2023
All ResourcesDesktop SupportService Desk The Fallacy of Email in IT Service and SupportEmail has long been the go-to communication method in IT service and support, but the reality is that it is not the most available nor the path of least resistance.…Angela IrizarryMarch 14, 2023
All ResourcesDesktop SupportService Desk Why CSAT is Still Crucial in IT Service and Support: Debunking the XLA HypeIn the field of IT service and support, measuring customer satisfaction is crucial for understanding the effectiveness of customer interactions. While Experience Level Agreements (XLAs) have become popular for this…Angela IrizarryMarch 14, 2023
All ResourcesDesktop SupportOutsourcingService Desk The Problem With Outsourcing, and How to Fix ITThe Problem With Outsourcing, and How to Fix IT Part 1 of a Multi-Part Series by Jeff Rumburg As a 30 year veteran of the IT industry, I have seen…Jeffrey RumburgOctober 24, 2022
All ResourcesDesktop SupportService Desk First Level Resolution vs. First Contact Resolution – What’s the Difference?https://www.youtube.com/watch?v=OiDj4PeYnaM First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1. First contact resolution (FCR) is the percentage of contacts that are resolved…Angela IrizarryApril 8, 2021
All ResourcesCalculatorsDesktop Support Desktop Support Field Services Budget Calculatorhttps://youtu.be/vkwWKFHqnYs Many Desktop Support groups struggle with budgeting and are unable to answer a very critical question – Is our spending in line with industry averages? But budgeting is a critical skill to develop, as it is key to…Angela IrizarryMarch 24, 2021
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk The Metrics of AI (Artificial Intelligence)https://youtu.be/phSuRdq5GCU The true test of any AI tool for service and support is the following: Without human intervention, will the tool: Reduce ticket volumes, resolve problems more quickly, decrease total…Angela IrizarryMarch 24, 2021
All ResourcesDesktop SupportService DeskWhitepapers The ROI of Benchmarking | The Business Case for Benchmarking IT Service and SupportDownload This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Return on Investment (ROI) is one of the most…Angela IrizarryFebruary 23, 2021
All ResourcesDesktop SupportService Desk Service Delivery Transformation – A Wish-List from the Front LineRecent events have forced many organizations into a state of rapid transformation - particularly in the Service and Support industry. If you are like most service delivery organizations, your front line is now geographically…Angela IrizarryAugust 26, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk The Metrics Hierarchy in IT Service and SupportLeveraging KPIs for Continuous Service Improvement Today’s service and support technologies make it easy to capture copious amounts of performance data. Most IT support managers can tell you everything from…Angela IrizarryAugust 12, 2020
