Strategic Advisor, CSAT and ITSM
César is a relentlessly positive IT professional with a passion for process improvement and customer satisfaction. With an unmatched positive outlook, and a knack for project management, he has championed ITSM initiatives, standardized KPIs, and led continuous service improvement efforts, ensuring top-notch service delivery across global regions.
César's podcasts
Pull up a chair to our virtual roundtable as we talk to business partners who are navigating complex challenges in today’s evolving technology world. We bring together industry experts and organizational leaders from both sides of the Atlantic to share their experience and solutions, offering valuable insights for IT professionals and leaders alike. This podcast explores the myriad ways technology partners are collaborating to shape the future of business.
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
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