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Conceptsanddefinitions

Escalation: When the time limit for resolving an incident has passed, the incident escalates into a problem and a different level of support (Problem Management) comes into force and this: –          Edits the problem if necessary –          Determines the impact on the service delivery and with that, the priority. The Service Desk informs clients about the progress….

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customersupport

Customer Support with CRM – What is CRM? Customer Relationship Management (CRM) is the science of developing a customer-centric organization. With a CRM focus, a company utilizes every opportunity to delight customers, foster their loyalty and build long-term, mutually satisfying relationships. CRM software such as Goldmine enables this shift in a business, by providing tools…

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HelpDeskStatistics

Help Desk Statistics   Help Desk Statistics play a very important role in success of any helpdesk company. A critical analysis of these Help Desk Statistics is required to make some strategic actions or strategies. So what constitute these Help Desk Statistics? Anything which is of some use to your client and your company! Like…

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HintsTipsImproveHelpDeskContactCallCentre

Hints Tips Improve Help Desk Contact Call Centre   Let’s see some useful Hints Tips Improve Help Desk Contact Call Centre. We know technology plays a key role in enabling organizations to enhance customer value, control and reduce costs, meet customer expectations and handle increasing customer contact workloads. Web integration, CTI, CRM, universal queuing, e-mail…