It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
July 20, 2017
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Tag(s): supportworld, customer experience, customer satisfaction
July 19, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
July 18, 2017
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, service delivery
July 13, 2017
FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Tag(s): supportworld, metrics and measurements, customer satisfaction, first call resolution
July 12, 2017
Stephen Mann was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stephen to be involved in the community.
Tag(s): supportworld, IT service management, ITSM, service management
July 11, 2017
Is ITIL still relevant amidst the rise of other frameworks and methodologies?
Tag(s): supportworld, ITIL, methodology, framework and methodologies, framework, service management
July 10, 2017
Having access to the organization’s ITSM tool on mobile devices is valuable for desktop support teams, who often encounter drive-by requests.
Tag(s): supportworld, service management, mobility, ITSM, IT service management, tools, support center
July 6, 2017
Ryan Ogilvie was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Ryan to be involved in the community.
Tag(s): supportworld, service management, ITIL, IT service management
July 5, 2017
We all have expectations about what our support center staff members do know and what they should know. Sometimes, these expectations are not met.
Tag(s): supportworld, workforce enablement, support center, leadership, hdichat
July 5, 2017