Make an analysis of performance process:
Think about the efficiency of the processes, find out if you are not wasting any time going back to fix a problem. For example: Scan the types of customer requests, identify the ticket reason and select the main cases to create a proactive plan to reduce or eliminate these causes.
Reduce or eliminate tickets providing self-service capabilities for customers. In Problem Management, do a root cause analysis to eliminate the cause of the applications. You can also make an assessment of the type of tools you are using to automate these processes. Get metrics and reports, they are important for the analysis of operational and financial performance tools. Also get reports of customer service, conducting a survey of satisfaction
Performance analysis and improvement of people:
Promote professional training aimed at supporting the first line, based on the 10 or 15 types of applications that require more work, creating a documentation and a knowledge base on your tool to allow the search for solutions in the most intuitive way possible.
The purpose is to achieve and deliver the final result by eliminating distractions in the operation and barriers to team work from the first line. To achieve this it is important that you introduce a culture of continuous improvement and control of the results and responsibilities.