Welcome to the Helpdesk.com blog. This blog is dedicated to news, stories and insights on the service and support industry. Blog postings and news flashes address ITSM technologies, service desk management, help desk software, customer relationship management, IT asset management, and other areas related to ITSM and “best practice” customer and end user support.
Q. Dear Help Desk Coach, Recently I attended a management forum, and when I introduced myself as an IT manager, the group launched into a unified grumble over their companies’ instituting ticketing systems for support. I’m trying to initiate a … [Continue reading]
Q. Dear Help Desk Coach, In my company, the C level executives get special treatment. It doesn’t matter what the issue is. Even if someone else has a more serious issue, our manager wants us to give priority to the executive. It doesn’t seem … [Continue reading]
A special guest blog posting from Donna Earl – A.K.A. “The Help Desk Coach” Evaluate your practices in supporting your customers. Answer each question according to how often you utilize each practice in call … [Continue reading]
From Call Center IQ... Call Center IQ is proud to release the latest installment in its popular 2016 Executive Report series. Download the Executive Report → It’s the age of customer centricity, but operational efficiency actually ranks as … [Continue reading]
Q. Dear Help Desk Coach, My company develops software for a specific market, and we also support that software for customers who have purchased a support option. I never know how to turn down a customer without sounding harsh if they call with an … [Continue reading]