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Turning Around B2B Helpdesks with Cesar Moreno Cresis and Ben Blackmore
Episode Description: In this episode of MTMG's IT Roundtable, we delve into the complexities and solutions surrounding outsourced help desks. Join us for a conversation with industry experts Cesar Moreno Cresis and Ben Blackmore. They share their personal experiences and insights on improving help desk operations, enhancing end-user satisfaction, and navigating the challenges of outsourcing. Tune in for actionable advice on knowledge transfer, staff retention, and customer satisfaction.
Key Discussion Points:
• Cesar's Experience:
• Ben Blackmore's Journey:
• Common Challenges and Solutions:
Initial issues with outsourced service desks.
Importance of good documentation and knowledge management.
Training and onboarding processes.
• Practical Analogies:
Ben's coffee machine analogy explaining the importance of proper service transition.
• Actionable Steps for Improvement:
Knowledge Management
Documentation and workflows
Knowledge transition planning
Staff Training and Retention
Implementing training programs.
Staff motivation and retention strategies.
Ongoing Tracking
Conducting call calibrations.
Customer satisfaction surveys and their importance.
Leadership and Perception Management
The role of leadership in supporting and respecting service desk teams.
Managing perceptions and maintaining high customer satisfaction.
Notable References:
Songs:
• Pachelbel’s Canon
• Shoot to Thrill – AC/DC
Connect with Us:
Check out our website - www.mtmg.eu
If you have suggestions or would like to appear on a future episode, email us at [email protected]
If you could use the help one of our experts to get the most out of your IT investments, please reach out to us [email protected].
Don’t forget to subscribe to the Podcast, and follow us on LinkedIn please!
https://www.linkedin.com/company/mtmg-eu
View all episodes
By MTMGEpisode Description: In this episode of MTMG's IT Roundtable, we delve into the complexities and solutions surrounding outsourced help desks. Join us for a conversation with industry experts Cesar Moreno Cresis and Ben Blackmore. They share their personal experiences and insights on improving help desk operations, enhancing end-user satisfaction, and navigating the challenges of outsourcing. Tune in for actionable advice on knowledge transfer, staff retention, and customer satisfaction.
Key Discussion Points:
• Cesar's Experience:
• Ben Blackmore's Journey:
• Common Challenges and Solutions:
Initial issues with outsourced service desks.
Importance of good documentation and knowledge management.
Training and onboarding processes.
• Practical Analogies:
Ben's coffee machine analogy explaining the importance of proper service transition.
• Actionable Steps for Improvement:
Knowledge Management
Documentation and workflows
Knowledge transition planning
Staff Training and Retention
Implementing training programs.
Staff motivation and retention strategies.
Ongoing Tracking
Conducting call calibrations.
Customer satisfaction surveys and their importance.
Leadership and Perception Management
The role of leadership in supporting and respecting service desk teams.
Managing perceptions and maintaining high customer satisfaction.
Notable References:
Songs:
• Pachelbel’s Canon
• Shoot to Thrill – AC/DC
Connect with Us:
Check out our website - www.mtmg.eu
If you have suggestions or would like to appear on a future episode, email us at [email protected]
If you could use the help one of our experts to get the most out of your IT investments, please reach out to us [email protected].
Don’t forget to subscribe to the Podcast, and follow us on LinkedIn please!
https://www.linkedin.com/company/mtmg-eu