Best Practices in Call Management with TOPdesk

Presented by

Arianna Theofan, Consultant, TOPdesk

About this talk

What are Best Practices for Call Management in IT departments? We will learn some common pain points with clients, and how TOPdesk uses digital automations, categorization, and integrations to easily track and process calls, resulting in efficient day to day operations.

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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit