Attracting the right talent, answering the phone and providing the right equipment is a great foundation to build a quality service desk. However, how you choose to develop the desk next determines your future - are you and your service desk team prepared to handle anything?
Have you ever called customer support, only to receive more questions than answers? Many times, customer service representatives don’t completely understand the inner workings of the caller’s company or daily life, leading to lengthy questions and over-explaining the issue. What if there was a program the representative could go through to gain a deeper understanding of the caller’s daily routine and struggles?