{"id":25663,"date":"2016-09-26T12:00:57","date_gmt":"2016-09-26T12:00:57","guid":{"rendered":"http:\/\/greenpages.com\/?p=6848"},"modified":"2016-09-26T12:00:57","modified_gmt":"2016-09-26T12:00:57","slug":"running-effective-help-desks-focus-on-financial-productivity","status":"publish","type":"post","link":"https:\/\/icloud.pe\/blog\/running-effective-help-desks-focus-on-financial-productivity\/","title":{"rendered":"Running Effective Help Desks: Focus on Financial Productivity"},"content":{"rendered":"<p>Many help desks focus on volume as a metric. How much volume do I have? How long does it take to get through it? How does that translate to headcount for the number of staff I need to\u00a0handle the call volume? Those are important, but only half of the battle. The other half of the battle is\u00a0how successful you are in resolving issues at the first level without escalating to the\u00a0second\u00a0level.<\/p>\n<p>The reason the first call is so important:<\/p>\n<ul>\n<li>Cheaper \u2013 fix with one resource instead of two<\/li>\n<li>Time \u2013 focus should be on financial productivity. How do we get users up and running as quickly as possible?<\/li>\n<\/ul>\n<p>Your overall key to success is establishing high first call resolutions and identifying\u00a0opportunities\u00a0to reduce or remove call volumes from the environment.<\/p>\n<div class=\"embed-container embed-youtube\">\n                <iframe src=\"http:\/\/www.youtube.com\/embed\/n7Lzqh3VC6s?rel=0\" frameborder=\"0\" allowfullscreen><\/iframe>\n              <\/div>\n<p>&nbsp;<\/p>\n<p>Watch\u00a0on <a href=\"https:\/\/www.youtube.com\/watch?v=n7Lzqh3VC6s\" >YouTube<\/a><\/p>\n<p><em>Are you interested in learning more about GreenPages&#8217; Help Desk services? Feel free to <a href=\"mailto:socialmedia@greenpages.com\">reach out<\/a>!<\/em><\/p>\n<p>&nbsp;<\/p>\n<div class=\"feedflare\">\n<a href=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?a=tlWOAuu0cNE:JEPIcP2Oi8M:yIl2AUoC8zA\"><img decoding=\"async\" src=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?d=yIl2AUoC8zA\" border=\"0\"><\/img><\/a> <a href=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?a=tlWOAuu0cNE:JEPIcP2Oi8M:-BTjWOF_DHI\"><img decoding=\"async\" src=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?i=tlWOAuu0cNE:JEPIcP2Oi8M:-BTjWOF_DHI\" border=\"0\"><\/img><\/a> <a href=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?a=tlWOAuu0cNE:JEPIcP2Oi8M:V_sGLiPBpWU\"><img decoding=\"async\" src=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?i=tlWOAuu0cNE:JEPIcP2Oi8M:V_sGLiPBpWU\" border=\"0\"><\/img><\/a> <a href=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?a=tlWOAuu0cNE:JEPIcP2Oi8M:qj6IDK7rITs\"><img decoding=\"async\" src=\"http:\/\/feeds.feedburner.com\/~ff\/JourneyToTheCloud?d=qj6IDK7rITs\" border=\"0\"><\/img><\/a>\n<\/div>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/feeds.feedburner.com\/~r\/JourneyToTheCloud\/~4\/tlWOAuu0cNE\" height=\"1\" width=\"1\" alt=\"\"\/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Many help desks focus on volume as a metric. How much volume do I have? How long does it take to get through it? How does that translate to headcount for the number of staff I need to&nbsp;handle the call volume? Those are important, but only half of the battle. The other half of the&#8230;  <a href=\"http:\/\/greenpages.com\/it-management\/running-effective-help-desks-focus\/\" title=\"ReadRunning Effective Help Desks: Focus on Financial Productivity\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":61,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3749,47,1790],"tags":[],"class_list":["post-25663","post","type-post","status-publish","format-standard","hentry","category-help-desk","category-it-management","category-it-operations"],"_links":{"self":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/25663","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/users\/61"}],"replies":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/comments?post=25663"}],"version-history":[{"count":1,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/25663\/revisions"}],"predecessor-version":[{"id":25664,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/25663\/revisions\/25664"}],"wp:attachment":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/media?parent=25663"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/categories?post=25663"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/tags?post=25663"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}