10 Ways To Reduce Post-go-live IT Support Headaches

10 ways to reduce post-go-live IT support headaches

You’re implementing a new IT service and keeping IT’s customers satisfied from the start is vital. Your reputation and the reputation of IT is riding on it. A lot may have gone into preparedness, customer training, testing… but things will still go wrong.  Customers will still have requests, experience faults or just have questions. This means that post go-live IT support is critical to keeping customers happy.

Here’s some things to consider getting in place to increase the chances of being able to provide good post go-live support for the new service and to minimise business disruption:

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How To Manage IT Customer Expectations

How to manage IT customer expectations

These days, an IT department simply delivering the latest shiny new technology is no longer enough. Communicating to set expectations, and then actively working to meet those expectations, is now a critically important part of delivering a good service to IT’s customers. Indeed, it is an important aspect of good customer service in almost any scenario. Think of an example of good service you’ve received in a restaurant or when having your car serviced, and of bad service: setting and meeting expectations may well have played a part.

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How To Manage Service Desk Call Durations

How to manage Service Desk call durations

These days many IT departments are trying to encourage their customers to use self-help, or log their calls via the web. Despite this, the main contact method used to log calls with most Service Desks remains the telephone. This means that how the Service Desk team go about handling their calls to meet targets and handle fluctuating call volumes is very important.

Typically a Service Desk Manager has to balance several factors in considering how to manage the length of calls received by the Service Desk.

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