Business contact center and IT service desk1 management practices are evolving in response to a variety of technology innovations and new business requirements. Self-help tools are changing how service desks manage first-level contacts, new approaches to agent training are enhancing service quality and reducing turnover, and organizations are reassessing their approach to staffing and outsourcing.
As quality service at low cost becomes increasingly commonplace, top-performing organizations are seeking new and innovative ways to use the contact center and service desk to gain a competitive edge.
This ISG white paper outlines five leading practices for optimizing contact center and service desk efficiency and contribution to the business, and examines emerging trends related to deriving value from the contact center.
About the author
Chris Pfauser
Chris has helped more than 100 client companies optimize their IT operations, increase business and user satisfaction, control IT spending and align business unit objectives with IT strategy. He brings more than 30 years of technology management, consulting and operations experience that spans a wide range of industries. He is an expert in improving enterprises’ ITIL and best practice models, creating balanced scorecards and IT measurement programs, technology business management (TBM) and implementing technology governance and policy. He has helped clients with national and global projects, including operational performance optimization, service chargeback models, service catalogues, cost reduction initiatives, sourcing strategies and IT operations consulting. Chris is ITIL v3 certified.
