What are strategies around call back from Service Desk is anyone using booking tools?

147 views1 Upvote6 Comments

Director of IT in Education, 1,001 - 5,000 employees
Are you speaking generically of service desk type software?  We use Layton Service Desk.  It works for our needs, but has a lot of room for improvement.
VP of IT in Software, 5,001 - 10,000 employees
We are not using booking tools.
Director of IT in Education, 2 - 10 employees
Performance Monitoring and Analytics are helping to  track call back performance metrics such as response times, call volumes, and customer satisfaction. These insights can help identify areas for improvement and optimize service desk operations.
VP of IT in Software, 201 - 500 employees
my top 2 cents,

Providing clear and concise instructions. When a user requests a call back, it is important to provide them with clear and concise instructions on how to do so. This includes providing them with the phone number to call, as well as the time that they would like to be called back.
Providing an estimated wait time. If the Service Desk is experiencing a high volume of calls, it is helpful to provide users with an estimated wait time. This will help to manage their expectations and prevent them from becoming frustrated.
Head of Cloud Security Migration & Transformation in Finance (non-banking), 10,001+ employees
We use Symphony globally integrated with SupportPlus as our Service Desk provider.
Cybersecurity Analyst in Software, 11 - 50 employees
We are not using booking toolls currently.

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