How is the Help Desk developing?
Claudia Borst, Department Head Service Desk, asked this question at the Modis ITO Online Meeting.
And anyone asking about trends needs a sound database, among other things.
Modis ITO Help Desk
Our service centers in Erfurt, Leipzig, Böblingen and Gera receive well over 320,000 service requests every month. Our customers' employees contact us if they need help with their minor and major software and hardware questions. We phone, chat and email from Germany in over 20 actively spoken languages with the whole world. We know that people all over the world have different needs for contact. And we also know that companies want to monitor and optimize their contact channels, especially with regard to potential savings.
Exchange of experience on input channels in the Help Desk
In this context, Claudia Borst looked at the input channels telephone, mail, chat and self-service, among others, and exchanged experiences on frequently used KPIs (Key Performance Indicators) with the participants: First-resolution rate and telephone accessibility were the KPIs that were frequently mentioned in the online meeting and also in the subsequent discussion. This is in line with our experience: Our Service Desk customers frequently use KPIs that target service availability, response time and resolution rates.
How is the Help desk developing?
Technological developments, demographic change and the resulting changes in user behavior as well as global differences in the use of input channels are challenges that are changing the help desk. Even if one-to-one communication (e.g. via telephone and chat) dominates, especially for tricky IT questions, automation in the User Help Desk plays a central role, e.g. for Self-Services and ChatBots. A further change lies in the cooperation between Service Desk provider and commissioning company: Partnership models (co-partnering) are establishing themselves, for example to compensate for times with particularly high call volumes (load times) or staff shortages, and to cover special languages.
We would like to thank all participants for their participation and their active contribution to the Online Meeting on Tuesday. The next interactive meeting will take place on 30.06.2020. Based on customer requirements, Sven Lehmann will present three established Service Desk models and discuss the added value and challenges for customers and their employees. You would like to join our Modis ITO online meetings? Please register here!
You have questions and need more information? Please contact us!