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Challenges of the Service Desk in Real Life?
Why do service desk-type solutions promise to “do more with less resources” but companies do not see the benefit reflected in their everyday activities? Most companies set up a corporate service desk with the hope of offering a better consolidated customer or user service and a better level of service. What they end up with in reality, however, is many complaints and more service desk assistants. In reality this becomes a “doing less with more resources” sort of thing.
We often pay attention to the wrong indicators; for instance, percentage of contacts serviced, contacts lost. What we do is simply demand that these indicators become more positive while each month the situation is not only not solved but becomes worse. Why?
Which is the real challenge? Is it worthwhile to have a service desk?
As it occurs with most methodologies, this depends on how it is set up; it is not a magic trick.
What do you have to assess when you are looking for an associate for the service desk?
The customer care service must not accept the challenges in an isolated manner; the offer of a "solution" by an associate without thinking about integrating it into the company's services should raise an alarm: this could be the wrong way to go.
The right provider will offer integration, intelligent changes, and evolution to help improve your service desk in the long run. Only then can a service desk reinforce its experience for the benefit of its users or customers.