The challenges organizations face today aren't the same as the challenges we faced ten or twenty years ago. There are few places where this is more apparent than support, and many organizations are changing the way they do business to address these challenges. Today, there is a rising...
Tag(s): customer service, business of support, process, practices and processes
Tag(s): desktop support, customer service, framework and methodologies, practices and processes, metrics and measurements, process, research, RESOURCES, technology
Customers and service providers sometimes have different opinions of what value is. Getting the right mix of benefits, features, quality, guarantees, and costs is paramount to happy customers and a good night’s sleep. Let’s call this right mix “the zone.” You want to be in the zone at all times....
Tag(s): customer service, metrics and measurements, process
When Apple announced the launch of the Apple Stores in 2001, it was met with widespread skepticism. There was concern over the impact the stores would have on Apple’s existing retail channels, the fact that Apple had no experience in retail, and that the mere existence of retail stores would do...
Tag(s): process, business of support, people, customer service
As organizations multisource their IT services, push services to the cloud, and consolidate services into enterprise-shared services to reduce costs, their success increasingly depends on relationship management rather than the deep systems expertise that has traditionally been their core...
Tag(s): process, business of support, customer service, practices and processes
Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, novice, people, process, practices and processes, professional development, research, technology, workforce management, RESOURCES
Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, novice, people, research
Ticket volumes are steadily increasing, and both customers and support professionals are located in various on-site and off-site locations. The widespread adoption of remote support technology, which enables support teams to resolve incidents and provide service by connecting to customer devices...
Tag(s): desktop support, novice, practices and processes, research, technology, customer service
Most businesses claim to use their customer service organizations as key differentiators in creating competitive advantage in the marketplace, but this claim does not withstand closer analysis. The service the vast majority of these companies provide is actually the same as their competitors, so...
Tag(s): customer service, people, process, business of support, practices and processes
It all started in the spring of 2009, after coming in as the runner-up for the HDI Team Excellence Award. We knew we were delivering great service to our customers, making recommendations to be more effective, and creating a great working environment, but there was something missing. After...
Tag(s): process, practices and processes, framework and methodologies, people, customer service