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Customer Service Desk Satisfaction

Increasing Your Customer Service Desk Satisfaction

The concept of customer satisfaction has shifted over the course of the last several decades, from satisfaction with a transaction to meeting a customer’s expectations from beginning to end. This idea evolved again with the prevalence of social media. Anyone with a Facebook, Instagram, or…

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A Customer Service Representative Working To Solve A Service Desk Ticket

The Real Cost Per Service Desk Ticket

“Cost per ticket” may be the supposed reigning champ of service desk metrics but relying on a single metric alone isn’t enough. In addition, “cost per ticket” doesn’t reveal the entire truth about the real cost per service desk ticket. Even worse:…

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