KT Frontline for ITSM and Tech Support - Kepner Tregoe Consulting & Training

Introducing KT Frontline from Kepner Tregoe, a world-renowned multinational management consulting and training services company. KT Frontline is a one-day interactive workshop aimed at enhancing the customer experience by empowering help desk staff with core skills. It emphasizes understanding customer concerns on first contact to reduce incorrect routing and build confidence in problem resolution. Participants learn to ask the right questions, document data effectively, and identify probable causes using Kepner-Tregoe's best practices. The workshop focuses on practical application through simulations, ensuring participants walk away with the skills to increase first-time issue resolution rates and streamline escalation processes.