Mastering Encompass®
A podcast as your companion to the Mastering Encompass® information we continue to share. Everyone can join the Mastering Encompass® community, regardless of where you work. Most importantly, we focus on workflow and "Best Practices" to help as many community members as possible. We focus our conversations, support, insights, and help to those leveraging the Encompass® platform. Join the community today at this link - https://www.MasteringEncompass.com
Mastering Encompass®
How to Create and Manage a Helpdesk That Actually Trains People Too
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🎧 This is the audio-only version of our podcast!
To watch the full video with screen sharing, visit https://masteringencompass.com — it’s completely free to join!
✅ Remember to join us live every other Tuesday at 4 PM ET at https://masteringencompass.com — it’s the best time to ask questions and connect in real-time.
This week, we dug into how to build and manage a help desk that actually helps—not just resolve issues, but train your team, uncover trends, and streamline workflows. We shared why defining your help desk's scope and hours is critical, how to create smart intake forms and escalation workflows, and how to use AI to identify common support patterns. We also discussed tiered support, searchable knowledge bases, and the metrics that matter most.
Larry Bailey - Your Community Advocate
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