Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Tag(s): supportworld, service management, metrics and measurements, dashboards, business alignment
August 15, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
August 10, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Tag(s): supportworld, metrics and measurements, cost per ticket, KPI
August 9, 2017
The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Tag(s): supportworld, support center, communications skills
August 8, 2017
Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Tag(s): supportworld, leadership, support center, workforce enablement
August 3, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Tag(s): supportworld, customer experience, customer service
August 2, 2017
Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Tag(s): supportworld, service management, ITSM, ITIL, lean, governance, community
August 1, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
July 27, 2017
Don’t be afraid to give corrective feedback when learners make mistakes. Capitalize on the ability of mistakes to strengthen learning.
Tag(s): supportworld, training, workforce enablement
July 26, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Tag(s): supportworld, community, customer experience, customer service
July 25, 2017