When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Date Published June 26, 2020 - Last Updated December 10, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Date Published June 23, 2020 - Last Updated October 10, 2024
You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Date Published June 2, 2020 - Last Updated December 10, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Date Published May 29, 2020 - Last Updated December 10, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Date Published May 19, 2020 - Last Updated December 10, 2020
Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Date Published April 14, 2020 - Last Updated December 10, 2020
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Date Published March 31, 2020 - Last Updated September 2, 2020
Customer effort measures how easy it is for your customers to do business with you.
Date Published March 26, 2020 - Last Updated January 20, 2023
It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Date Published February 21, 2020 - Last Updated September 2, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Date Published February 19, 2020 - Last Updated September 2, 2020