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A discussion with Shane Chagpar of Kepner-Tregoe

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 identify good processes and work flows in order gain strides with new technologies available today.

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