September 2020
Intermediate to advanced
102 pages
1h 13m
English
book
The Service Desk Handbook – A Guide to Service Desk Implementation, Management and Support
by Sanjay Nair
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CHAPTER 7: AN INSIGHT INTO THE FUTURE
Current scenario
Service desks in a lot of organisations are in a legacy mode where support mechanism for customers are provided through the use of:
•Self-service portal;
•Service catalogue;
•Service desk software; and
•Telephony support.
While this might be the most cost-effective option for small and medium-sized businesses, there are a few disadvantages:
•Low rate of incident reduction.
•Limited means of communication (phone, email).
•Insufficient information of customer.
•CSAT ratings lower than anticipated due to customer experience not reaching the required levels.
•Agent to customer community ratio increases as per increase in business expectations.
Future scenario
More and more organisations are using ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.