{"id":63790,"date":"2016-06-30T09:19:22","date_gmt":"2016-06-30T09:19:22","guid":{"rendered":"https:\/\/kepner-tregoe.com\/resources\/videos\/a-discussion-with-shane-chagpar-of-kepner-tregoe\/"},"modified":"2016-06-30T09:19:22","modified_gmt":"2016-06-30T09:19:22","slug":"a-discussion-with-shane-chagpar-of-kepner-tregoe","status":"publish","type":"video","link":"https:\/\/kepner-tregoe.com\/de\/ressourcen\/videos\/a-discussion-with-shane-chagpar-of-kepner-tregoe\/","title":{"rendered":"A discussion with Shane Chagpar of Kepner-Tregoe"},"content":{"rendered":"<h2>Reducing escalation at the service desk<\/h2>\n<p>A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through the use of better questioning techniques and critical thinking. Shane talks about how knowledge creation should not be an afterthought, the importance of clear problem statements and how it is imperative to identify good processes and work flows in order gain strides with new technologies available today.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Reducing escalation at the service desk A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through the use of better questioning techniques and critical thinking. Shane talks about how knowledge creation should not be an afterthought, the importance of clear problem statements and how it is imperative to [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":5623,"template":"","video-type":[],"ppma_author":[64],"class_list":["post-63790","video","type-video","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>A discussion with Shane Chagpar of Kepner-Tregoe - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Reducing escalation at the service desk A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kepner-tregoe.com\/de\/ressourcen\/videos\/a-discussion-with-shane-chagpar-of-kepner-tregoe\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A discussion with Shane Chagpar of Kepner-Tregoe\" \/>\n<meta property=\"og:description\" content=\"Reducing escalation at the service desk A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kepner-tregoe.com\/de\/ressourcen\/videos\/a-discussion-with-shane-chagpar-of-kepner-tregoe\/\" \/>\n<meta property=\"og:site_name\" content=\"Kepner-Tregoe\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/\",\"name\":\"A discussion with Shane Chagpar of Kepner-Tregoe - Kepner-Tregoe\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/A-discussion-with-Shane-Chagpar.png\",\"datePublished\":\"2016-06-30T09:19:22+00:00\",\"description\":\"Reducing escalation at the service desk A conversation with Shane Chagpar of Kepner-Tregoe covering how to reduce escalation at the service desk through\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/#breadcrumb\"},\"inLanguage\":\"de-DE\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"de-DE\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/#primaryimage\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/A-discussion-with-Shane-Chagpar.png\",\"contentUrl\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/A-discussion-with-Shane-Chagpar.png\",\"width\":1600,\"height\":901},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/a-discussion-with-shane-chagpar-of-kepner-tregoe\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Ressourcen\",\"item\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Videos\",\"item\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/ressourcen\\\/videos\\\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"A discussion with Shane Chagpar of Kepner-Tregoe\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/#website\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/\",\"name\":\"Kepner-Tregoe\",\"description\":\"Problem solving &amp; 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