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The Importance of First Contact Resolution
First Contact Resolution (FCR) at the Service Desk is a critical metric because of its powerful impact on both service cost and service quality.
5 Differences Between Help Desk and Service Desk
When a business needs help fixing IT-related issues, who should they call — the IT help desk or a service desk?
Service Desk: Why First Contact Resolution Matters
It’s important to complete what needs to be done the first time around with a goal of achieving first contact resolution (FCR).
IT Service Desk: The Importance of Continuous Training
Leveraging an IT service desk that values continuous training can give companies the edge when it comes to resolving IT issues and fulfilling service requests.
IT Service Desk: The Importance of Measuring Quality Assurance
Evaluating and measuring Quality Assurance in the Service Desk is important because it ensures continuous improvement in consistency and quality of customer interactions across all channels.
IT Service Desk: Why Management Reports Matter
Maintaining an accurate IT Service Management database of Incident and Request tickets for customers provides valuable management information to all involved in an IT Organization.