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5 KPIs to Track Your Help Desk Team Performance in 2019

Posted by Global Help Desk Services Inc. on 1/14/19 11:00 AM

Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your help desk support team on track to achieve its goals, but can also indicate the success and failure of your help desk support operations.

But how will you measure the performance of your help desk support team in 2019? In the world of help desk support, the number of KPIs are endless and it can be quite difficult to know exactly what you should be measuring. Here are five top key performance indicators to help track your help desk team performance in 2019.

1. Customer Satisfaction
You may think that your customers are happy, but your customers may think otherwise. Measuring customer satisfaction is not easy, so you’ll need to give your customers a way to rate and review your help desk services, then compare the number of completed feedback forms with what you actually sent out. It's best practice to include different questions in the forms that you will need your customers to fill. 

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Topics: help desk support

Planning for 2019: 4 Ways to Optimize Your Help Desk

Posted by Global Help Desk Services Inc. on 1/2/19 10:00 AM

Every organization wants to tap the full potential of each employee and process. These days, computers and other devices are everywhere, helping to get things done faster, more effectively, and more efficiently. But as reliant as we are on these computer systems, keeping your internal help desk running at maximum efficiency is the most crucial to the success of your organization and achieving internal and external customer satisfaction.

Here are 4 ways you can optimize your help desk to be successful in 2019.

  1. 1) Focus on your help desk employees first and foremost: One of the best and most important ways to maximize the effectiveness of your employees is to look at them individually first. Focus on their goals, strengths, and areas for opportunity as valuable assets of your team. Then, you can focus on each individual as a cohesive team that tackles issues together by leveraging each other's strengths. Be sure to build your team so that everyone's strengths are utilized, and team members can help one another improve upon their potential weaknesses.
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Topics: help desk

5 Characteristics of Great Help Desk Support Teams

Posted by Global Help Desk Services Inc. on 12/19/18 10:00 AM

Help desk support teams are changing more than ever before thanks to the advancement of technology and needs of organizations to streamline their operations. Many organizations are hiring outsourced help desk support teams to save time, money, and improve processes. But do you and your organization know what to look for in a good help desk support team? Failure to properly select the right help desk support team can be the difference between success and failure of your organization. If you want to hire a great desk support team in 2019, here are 5 characteristics you need to look for.

  1. 1. Quality of Service

Hiring a great help desk support team should result in better quality service to your clients. Most outsourcing teams have access to technological advancements that ensure quality in addition to improving your processes. However, it's important to remember that if you hire a team without experience in the field and a proven reputation, you will get no value for your money. Nonetheless, most help desk support teams will even give your employees some training to improve service delivery.

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Topics: help desk support

Where's My Ice Cream? A Tale of Bad Advice, Cost Reductions, and Outsourcing

Posted by Aaron Shultz on 12/7/18 12:00 PM


I recently stumbled upon a piece of career advice that gave me some serious pause.  According to the author of the LinkedIn post, one should never work for a cost reduction company.  There was a touch of cosmic irony not lost on me when I realized this was written by an HP retiree… Really? Pot calling the kettle black are we?

Now to be fair, the author began by acknowledging that you should never give advice that isn’t asked for before, obviously, doing so. Personally, I wish they hadn’t because I have ice cream waiting for me, and, instead of digging in, I sit here compelled to set the record straight for cost reduction and outsourcing organizations.

The Scoop On That “Gallon” Of Ice Cream
Speaking of… Can you remember the last time your half-gallon of ice cream was actually a half of a gallon, let alone NOT 40% air by volume? (Maybe you didn’t know, it pains me to break the news…).

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4 Tips to Improve Your Help Desk Ticket Management System

Posted by Global Help Desk Services Inc. on 12/3/18 12:00 PM

Help desk support can become incredibly overwhelming when an organization expects faster response times and an effective ticket management system is not set in place. When help desk requests build up, it overwhelms the help desk support agents, increases the amount of time customers have to wait, irritates customers, and ultimately leads to your company losing business. All of this can be avoided by keeping your ticket management system structured in an efficient manner. So where do you start? Here are 4 helpful tips that will make it easier for you to improve your ticket management system, alleviate the stress put on help desk support agents, and make your customers happier.

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Topics: help desk support

4 Ways Technology Leaders Can Improve Their Organization's ROI

Posted by Global Help Desk Services Inc. on 11/20/18 10:00 AM


Today's technology leaders spend a lot of time justifying their investments to prove that their department provides significant return on investment (ROI) to the organization. The organizational tasks of cutting costs while still effectively driving results does not make their lives any easier either. As a technology leader, increasing your organization's ROI depends greatly on your ability to successfully manage costs while finding ways to effectively leverage your resources. So how do you, as a technology leader, help improve your organization's ROI? Here are 4 tips to get you started:

1. Train Your Employees
Investing in new technology can help improve ROI,  but the technology itself may not always deliver the desired results. To get more out of this new technology, you need to have employees that are well trained in the department's processes and are more then capable of making important decisions that can impact the organization. If you train your employees correctly, you should see the following results:

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Topics: help desk support

Five Factors Affecting Your Help Desk’s Ability to Handle More Calls

Posted by Global Help Desk Services Inc. on 11/8/18 2:00 PM

Help desk managers want to know how many calls agents should be able to handle and what factors are impacting that throughput.  There are specific factors that directly affect a help desk’s ability to handle more calls.

First, let’s discuss a help desk agent’s theoretical throughput on a daily basis.  This is important to understand because you have to know what your agents can do theoretically and then we can discuss the five factors affecting their ability to reach that theoretical limit.

Using simple math think about this: if the average call length is 5 minutes and, theoretically, an agent can handle 12 calls per hour x 8 hours per day, then that agent is making 96 calls per day. On the other hand, if the average call length is 10 minutes then that agent can only handle ½ the number of calls per day (6 calls per hour x 8 hours per day equals 48 calls per day).

Next, let’s consider the five factors that affect your agents’ ability to reach this theoretical throughput:

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Topics: help desk support

5 Ways Help Desk Outsourcing Can Increase Organizational Efficiency

Posted by Global Help Desk Services Inc. on 11/5/18 10:00 AM


Today’s organizational issues like increased competition, smaller budgets and limited resources have forced organizations to think more about which departments are the most important to the organization’s success. What’s more, an increased focus on customer experience and satisfaction has placed an even larger importance on the organization's help desk operations. For some time now, help desks have found themselves in the middle of these issues because this is where a customer usually lands if he/she has any issues with the organization. As such, outsourcing help desk operations has become a kind of revolution thanks to the internal efficiencies it has been shown to deliver. But if you're still asking yourself how efficient outsourcing your help desk operations can really be for your organization, here are 5 ways to help answer that question.

1. Help desk outsourcing helps you focus on business critical tasks
A help desk is a critical function of any organization, but nonetheless not the primary function of most. So why not delegate it to people whose primary function is offering help desk services? Your employees can then focus on what you really do as an organization; improving their output and overall organizational efficiency.

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Topics: help desk support

5 Steps for a Successful Transition from In-House to Outsourced Help Desk Support

Posted by Global Help Desk Services Inc. on 10/26/18 10:00 AM

Your organization has made the decision to hire a help desk support team. Now comes the transition from in-house to outsourced, one of the most important pieces that can ultimately lead to the success or failure of the partnership. A poor transition can negatively impact things like productivity, employee satisfaction, and even customer satisfaction, but these can all be avoided with a well-executed and smooth transition. In order for the transition to be successful, here are 5 key steps that your organization must take.

1. Key Performance Indicators
Help desk KPIs are the most important measurable outcomes that indicate the success or failure of your help desk support operations. Without them, you can never be quite sure what’s working. And selecting the right help desk KPIs allows the help desk support team to focus their efforts purely on what’s most important. Click here for our top 5 key performance indicators you should incorporate into your planning.

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Topics: help desk support

4 Benefits an Outsourced Help Desk Team Can Bring to Your Organization

Posted by Global Help Desk Services Inc. on 10/22/18 12:00 PM

One of the most important goals of an IT department is to help the organization create meaningful business value through better customer support, and one of the best ways the IT department can achieve this is through outsourcing its services. Not only does an outsourced help desk support team help streamline processes and communication, they also keep the department more organized with detailed records of all submitted issues. There are many ways a help desk support team can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk services is considered one of the best IT practices that can benefit almost every organization. Here are 4 benefits that an outsourced help desk support team can bring to your organization:

1.  Enhanced Efficiencies
Every business desires to operate like a well-oiled machine. In other words, they want to hum along smoothly and effortlessly with every component doing its part. If you have to continually deal with slow-moving parts, breakdowns, or areas that start and stop, then you will not get all the work done that you need to get done. Not only does a help desk support team relieve your Tier 2 and Tier 3 teams by resolving more at the front-end, but it also serves as a centralized location for all your customer service communications. This allows all incoming activity to flow into one place. For example, if a customer calls or visits a website portal, they will be directed to the same service desk. If they send an email request or chat with an agent, the information is handled by the same service desk. This makes the workflow more efficient for both the customer and your support teams who won’t  need to retrieve tickets from multiple locations and disperse them.

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Topics: help desk support

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