If we stop referring to writing skills with the empty word “soft,” we can recognize how important they are to providing great service and support.
Tag(s): supportworld, customer satisfaction, workforce enablement, workforce enablement
August 15, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 15, 2019
Learn how an IT organization centralized the fulfillment process to improve efficiency, create a better customer experience, and save money.
Tag(s): supportworld, service management, customer experience, asset management
August 13, 2019
IT processes can be implemented without customizations and be successful. But the level of success decreases proportionately to the size of a service desk.
Tag(s): supportworld, service management, support center, ITIL, ITSM, devops
August 9, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
August 8, 2019
By relying too heavily on tools, we as service desk leaders have diverted our attention to solving the symptom and ignoring the problem.
Tag(s): supportworld, support center, technology, tools, service management
August 7, 2019
Roy Atkinson interviewed David Cannon about strategy, including what it is, why it’s important, and some errors organizations make when building a strategy.
Tag(s): supportworld, service management, ITSM, podcast, ITIL
August 6, 2019
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
August 1, 2019
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
July 31, 2019
If you want it to remain relevant, your business must become digital. This means that understanding which technologies align with your strategy is critical.
Tag(s): supportworld, technology, service management, support center
July 30, 2019