While SLAs are great for reporting to management, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and forget about the Service. We see this too often. The solution? A shift towards XLAs.
12 September 2017
I’ve spoken before about the importance of knowledge sharing in the modern service desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. But to really push this cultural shift through in your organisation, there are a few things you need to do.
28 July 2017
We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of the Service Desk to solve calls faster, with proper use of Knowledge Management.
27 June 2017
Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your Customers and colleagues. A big part of Customer Centricity is making sure your team adopts a Customer focused internal culture. Here are 4 steps to ensure that happens.
2 May 2017
Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left the trend? We put together what we think are the top five reasons, as an introduction for you who is still a bit out of the loop.