Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Date Published September 19, 2018 - Last Updated December 13, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Date Published September 18, 2018 - Last Updated February 11, 2019
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Date Published September 13, 2018 - Last Updated December 13, 2018
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Date Published September 12, 2018 - Last Updated February 8, 2019
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Date Published September 11, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for service desk staffing during peaks in demand.
Date Published September 6, 2018 - Last Updated December 13, 2018
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Date Published September 5, 2018 - Last Updated December 13, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Date Published September 4, 2018 - Last Updated December 13, 2018
An effective categorization scheme can reduce costs and improve performance and customer satisfaction.
Date Published August 31, 2018 - Last Updated December 13, 2018
While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around a while, its time is very much now.
Date Published August 23, 2018 - Last Updated December 13, 2018