Teams | Collaboration | Customer Service | Project Management

ITSM

InvGate

First Contact Resolution (FCR): What is it and How to Improve it?

May 10, 2023 By Brenda Gratas In InvGate
Name one person you know who has never contacted a company's support. There probably isn't one, is there? What about someone who was dissatisfied when they solved their issue on the first contact? Nobody. First Contact Resolution (FCR) is a rewarding experience for every customer. It's likely you've been there. You want to contact support and get your problem solved the first time round. And when it happens, you feel relieved, and your satisfaction with the company grows. Now take the company's side.
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InvGate

7 Ideas to Optimize First Response Time (FRT) And Keep Users Happy

May 8, 2023 By Brenda Gratas In InvGate
You only get one chance at a first impression. And in customer service, that first impression is determined by your First Response Time (FRT). A fast and efficient FRT can make customers feel valued, respected, and taken care of. On the other hand, a slow response time can leave users feeling frustrated, ignored, and even outraged. With so much riding on the FRT, optimizing this help desk metric is crucial to keep your users happy and your business thriving.
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InvGate

What's Your Service Desk's Cost Per Ticket - And How to Reduce it?

May 3, 2023 By Brenda Gratas In InvGate
The Cost per Ticket metric (CPT) is the key to unlocking service desk efficiency. Reducing costs and increasing productivity are critical for any help desk that wants to provide excellent customer service. To achieve these goals, they must rely on accurate and meaningful metrics. By measuring the cost of handling a single ticket, service desk managers can identify inefficiencies in their processes and work to improve them.
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InvGate

What is Ticket Routing And How to Automate it

May 3, 2023 By Melisa Wrobel In InvGate
When it comes to Service Management, ticket routing is a key step to ensure the request falls into the hands of the appropriate team to assess, prioritize, and solve it efficiently. It is common to have difficulties to quickly and correctly route tickets, especially when you have to do it manually. But, as with many ITSM processes, the right software and automation are your best allies to avoid bottlenecks and get the process running smoothly.
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startingpoint

Email Workflow Automation Tools (How To Boost Productivity)

May 2, 2023 By StartingPoint In StartingPoint

Are you leveraging email workflow automation tools to boost your productivity? ‍ Straight off the bat, here are a few potential use cases of email workflow automation tools: ‍ ‍ With the right implementation, email workflow automation tools have the potential to help streamline both outreach and marketing campaigns. You can also use workflow automation tools to craft onboarding sequences for new customers and accelerate internal communication.

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HaloITSM

The Many Benefits of ITSM and ITAM Working Together

Apr 28, 2023 By Stephen Mann In HaloITSM

IT service management (ITSM) and IT asset management (ITAM) were finally brought together in the ITIL 4 body of service management best practices. ITAM is one of the 34 ITIL 4 management practices. However, while there has usually been some overlap between the two disciplines, ITSM and ITAM have traditionally been treated separately. It’s understandable, as ITSM and ITAM are different IT management disciplines.

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InvGate

Understanding the Escalation Rate KPI to Improve Ticket Management

Apr 28, 2023 By Brenda Gratas In InvGate
A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key Performance Indicator (KPI) reflects the percentage of tickets that require the intervention of a higher-level support team. Understanding how this KPI works can help identify gaps in the support process, improve team efficiency, and increase customer satisfaction.
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END BSM NOW

Apr 25, 2023 By Atlassian In Atlassian
Bad Service Management (BSM) is an affliction that has plagued enterprises. BSM flares up when development, operations, and business teams work in silos. The symptoms? Bloated budgets, irritable teammates, dizziness from complex setups, nausea from outdated interfaces, blurred vision, and in some cases, even death (of deployments that fail to scale). The best-known cure is to replace legacy ITSM. Discover the latest Jira Service Management advancements, and hear how other enterprises have joined the fight to end BSM now.
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