Burnout. Maybe you’ve personally experienced burnout or know someone who has. Burnout leaves a person feeling exhausted and unmotivated. Sadly, it’s a far too common experience among help and service desk agents. And it’s one of the biggest concerns for...
Category: Productivity
How Your Help Desk Can Protect You from Ransomware
If you’re not worried about a cybersecurity breach you ought to be. It could result in more than lost time and data, especially if your organization is the victim of ransomware. Ransomware impacts data, downtime, liability, and reputation. And on...
Are your users protecting their passwords the best way?
Where do your users store their passwords? On a post-it by their computer, or in a secret notebook by their desk? We know from working with hundreds of IT personnel that they tell their users how important it is to...
5 Things That You Want in a Help Desk Dashboard
Is your help desk meeting its customer service level agreements? Are your agents overloaded? These are the kinds of questions a help desk dashboard helps you answer. Like any dashboard, the purpose of a help desk dashboard is to help...
How to Explain a Help Desk Solution to Your Mom
If you staff a help desk, you’ve probably had a conversation or two with your mom (I know we have) about what you do. At the end of these conversations, my mom will say something like, “so you talk on...
How to Transform Your Service into a Competitive Advantage
Sometimes, it’s the little things. The little gestures that show that somebody cared and that you, the customer, is not just a number. Perhaps you’ve heard the often told story of the family that stayed at a hotel and one...
How to Improve Performance at Your Service Desk
Service. Help. Desk. The action of doing work for another to make something easier for them. It takes the right people to perform this work AND it also takes the right processes and technology. Let’s talk about process. A process...
How Hard Can It Be to Listen?
How hard can it be to listen? Actually harder than you think! These 5 qualities help service desk personnel demonstrate they’re listening.
How to Move Your Customer Service Desk to the Front of the Pack
What separates the best from the rest is how they engage and interact with customers. 7 tips to move your customer service desk to the front of the pack.
How to Ensure Your Customer Service Brings Order to the Chaos
Customer service reps are skilled at resolving problems when customers contact them with issues. Take the lead with your customer service desk.