Businessman Superhero

How to clone your service desk superhero

Wouldn’t it be great if you could clone your best analyst – that service desk superhero that knows everything? Simon Kent of Sollertis offers the next best thing. Every service desk has one. That experienced and smart person who knows everything.  The ‘go-to’ person the other operatives seek out when they get stuck.  The guy […]

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Promote and perfect your self-help portal

This session explains how to optimise and promote your self-service portal.  It offers lessons taken from highly effective marketing best practices, such as clarifying your target, creating personas, segmenting your market and understanding how individuals like to receive new information.  This session will approach each step clearly, using examples and ideas you can start working […]

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5 Essential Tips for Self-Service Success

Written by Lena Stormvinge, Head of Training & Consulting| KCS Trainer, ComAround   Whether you’re looking to implement self-service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution. Self-service is an excellent tool that […]

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Sunrise shines light on visual self-service

The latest version of Sunrise’s service management software has added customisable dashboards to improve the customer self-service experience. Version 5.1 of Sunrise’s Sostenuto platform includes dashboard “gadgets” which service desks can add to provide a direct link to services, find information and improve the support experience. “Ease of use has been a major focus for […]

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