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Guilherme Bueno

Metrics & KPIs

Setting up better Service Desk KPIs
By Guilherme Bueno on May 4, 2017

Have you ever considered creating performance indicators to manage your service desk? The answer is probably "yes”. But what if I asked if you actually have created these indicators? I’m...

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Knowledge Management

5 steps to building a help desk knowledge base
By Guilherme Bueno on April 4, 2017

Improving the quality of service delivery is a commendable goal, but our day-to-day workload sometimes means this remains an elusive fantasy. Few of us have the time to sit down and...

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