Is the Service Desk interested in business relationship management?
Andrea Kis, David Cannon & Matthew Burrows
Strategies and Other Frameworks
|I was invited to present at an event for the Service Desk Institue, discussing the future of the service desk. During the presentation I asked the audience a few questions, such as which processes they were involved in. No-one mentioned BRM, despite the fact that the direct contact with a customers was probably the most prominent interaction between service provider and customer - often the only contact. Even when I asked the attendees whether anyone thought that the service desk should be involved in BRM, only three people put their hand up. One of those was a fellow presenter, Andrea Kisfrom Macmillian cancer Support, who had a particularly passionate veiw of the service desk in BRM. |