Category Archives: Resourceful

Can remote work prevent employee resignation?

Experts point out the economic trend of people leaving their jobs on a massive scale, especially since the onset of pandemics, a phenomenon known as the Great Resignation. After a long period of working from home, many people have decided … Continue reading

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The key performance metrics you should know about if you work in tech support

It’s common knowledge that all major business decisions need to be backed up with numbers. Your help desk is no exception. A help desk key performance indicator, or KPI for short, is a metric you can use to evaluate the … Continue reading

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We reveal the secrets of cost per ticket. How to calculate it and the best strategies to reduce it.

Most IT departments don’t know how much they spend on support. There are several metrics that come to mind when we talk about IT service management: call duration, resolution time, customer satisfaction, etc. However, there is one metric that stands … Continue reading

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Using remote support to optimize a shift-left customer service strategy

The customer service industry is changing. Learn how companies are adopting the shift-left strategy to optimize customer service and the key role remote support software plays. The adoption of the shift-left strategy began when the testing process was moved to … Continue reading

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