Case study The Challenge “We needed to improve service levels whilst operating with 40% fewer resources” With only IT support staff working Monday to Friday 9am-5pm, already operating with 40% less resources, they had to also support a shift to a more mobile workforce, working different shift patterns and flexible working. First line support staff spent 42% of their time logging 5,000 calls a month, and were unable to carry out immediate reso

Join for free to read