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

Process ManagementEnterprise & IT Service Management (ITSM)
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Cybersecurity Analyst in Software2 years ago

We are not using booking toolls currently.

Head of Cloud Security Migration & Transformation in Finance (non-banking)2 years ago

We use Symphony globally integrated with SupportPlus as our Service Desk provider.

VP of IT in Software2 years ago

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.

Director of IT in Education2 years ago

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 Software2 years ago

We are not using booking tools.

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