Kind Words from Our Clients

It has been a pleasure working with you. You were truly the best choice to help us implement a single point of contact service desk. Again, thank you for tailoring the industry best practices to our environment. We have evolved from a 10% first call resolution to a 55 - 60% FCR and our company objectives have been met.
William R. Thornburg, IT Service Desk Manager, Imperial Irrigation District

 

Latest Updates:

White Paper of the Month (Feburary): Measuring Success
(download the white paper here)

White Paper of the Month (January): Service Leadership (Part 1)
(download the white paper here)

BrightTalk Service Desk Management SummitService Desk Management Summit: Re-purposing the Service Desk
(access the recorded Webinar here)

Pete Talks: Building the Star Performer Customer Service Team
(access the recorded Radio Program here)


Pete Talks: The Power of Metrics, Reporting and Storytelling
(access the recorded Radio Program here)

Pete Talks: Building a Successful Knowledge Management Program
(access the recorded Radio Program here)


The Premiere of Pete Talks: Changing The Way We Work Together: The “DevOps” Opportunity
(access the recorded Radio Program here)

Building the Business Case for Knowledge Management Success
(download the White Paper here)
Password: 02072013 (access the Recorded Webinar here)


Successful Knowledge Management: Lessons Learned From Organizations Who Have Achieved It
(download the White Paper here)
(access the Recorded Webinar here)

(access the Press Release here)


Proud to be included as one of the Top 10 Best of the Best Support Resources of 2012 - The Complete Guide to Purposeful Support Practices
(download the White Paper here)

(access the Recorded Webinar here)

Finding Strategic Value in First-Contact Resolution (FCR)
(access the Recorded Webinar here)

Reducing Support Costs with a “Shift-Left” Strategy
(download the Interview here)


Featured Video


More video, go to youtube.com/McGarahan