Welcome back! This week’s interesting links have an emphasis on the service desk. The EDUCAUSE discussion thread on extending hours of support is a great conversation among several universities regarding how they’ve increased their hours of support through a variety of means.
- EDUCAUSE Groups: Extending Support Desk Hours (discussion thread)
- BrightTalk: Service Desk Best Practices (webinar)
- Baseline: Aging Systems Impair Contact Center Performance (article/listicle)
- BrightTalk: Agile SM: Using Agile & Scrum Concepts to Improve Any IT Service (webinar)