Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020
Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Tag(s): supportworld, metrics and measurements, workforce enablement
May 28, 2020
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Tag(s): supportworld, coronavirus, workforce enablement, workforce enablement, technology, culture
May 27, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
May 26, 2020
Multitasking is not helping us do more. It is actually causing us to do less.
Tag(s): supportworld, workforce enablement, leadership
May 21, 2020
Consider these technology and management factors to help you build resiliency for your service and support organization.
Tag(s): supportworld, coronavirus, technology, process, workforce enablement, service management
May 20, 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.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, customer service, metrics and measurements
May 19, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
May 14, 2020
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, coronavirus
May 13, 2020
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
May 12, 2020