Receive an overview of the features and importance of telephony systems.
- We've now come to our final component, technology.…Often I here companies say, "You really just need…good technology and everything will be fine."…Well, that's just simply not the case.…So many new managers buy into that way of thinking.…I'm here to share that PPT is in this order for a reason.…Technology should be the last factor.…Why is technology the last in the…people, process, and technology discussion?…Does technology not generate value?…Is it not important?…Well of course it's crucial, but we have…to develop our people and build our processes…to determine how both components will be utilizing…technology to enable the business.…
The goal of this video is to give us an overview…of the technology that can be utilized in a service desk.…When help desks came into formal existence in the 1980s,…the technology we used varied…from organization to organization.…And by today's standards, seems really archaic.…So, what did we have in the 1980s?…Phones, desktop computers, pen, and paper.…We didn't have any technology designed…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
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