The balanced scorecard aligns business activities to the vision and strategy of the organization and measures an organization’s progress toward its goals.
Date Published February 24, 2016 - Last Updated April 19, 2019
Contact center metrics such as First Call Resolution (FCR) can become difficult to measure when new channels are introduced into a service model.
Date Published December 17, 2015 - Last Updated May 11, 2016
First call resolution (FCR) is about answering or solving the customer’s problems on the first call, as quickly and for the least cost possible.
Date Published December 8, 2015 - Last Updated May 20, 2016
This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Date Published November 24, 2015 - Last Updated May 11, 2016
Dashboards provide a visual representation of support center performance data, and the design is important for sharing business-critical information.
Date Published November 17, 2015 - Last Updated May 11, 2016
It is essential to carefully plan the proof-of-concept phase to ensure an ITSM tool meets enterprise needs.
Date Published November 3, 2015 - Last Updated May 11, 2016
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Date Published October 26, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Date Published October 20, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Date Published October 8, 2015 - Last Updated May 11, 2016
The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Date Published August 10, 2015 - Last Updated May 11, 2016