Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Tag(s): collaboration, customer experience, customer service, employee engagement, ITSM, IT service management, practices and processes, service design, service desk, support center, supportworld
Date Published October 20, 2016 - Last Updated April 19, 2019
Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Tag(s): capacity management, desktop support, human resources, RESOURCES, staffing, supportworld, workforce enablement, contracting
Date Published October 19, 2016 - Last Updated April 19, 2019
In last week's #HDIchat, participants discussed the merits and applications of skills-based routing and intelligent swarming.
Tag(s): hdichat, supportworld, knowledge management, KM
Date Published October 18, 2016 - Last Updated December 15, 2016
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Tag(s): escalation, KM, knowledge management, practices and processes, problem solving and troubleshooting, support operations, support center, supportworld
Date Published October 18, 2016 - Last Updated April 19, 2019
SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Tag(s): best practice, business alignment, IT service management, ITSM, practices and processes, process management, service management, support center, supportworld
Date Published October 13, 2016 - Last Updated August 15, 2018
Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Tag(s): customer satisfaction, customer experience, customer service, customer-satisfaction-measurement, supportworld, metrics and measurements
Date Published October 12, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed the ways in which their organizations keep raising the bar for customer service.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 11, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their current ITSM/ticket management tools and plans for replacement.
Tag(s): hdichat, supportworld, technical support, service management, service desk technology
Date Published October 4, 2016 - Last Updated December 15, 2016
Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Tag(s): customer-service-week, customer service, supportworld, people, workforce enablement, workforce enablement
Date Published October 4, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Tag(s): customer satisfaction, employee satisfaction, metrics and measurements, supportworld
Date Published October 2, 2016 - Last Updated December 15, 2016