Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if you approach it properly.
Tag(s): supportworld, support center, service desk, service management, ITSM
May 1, 2019
The ITIL 4 framework enables organizations of all types and sizes to meet the challenges of the new digital age.
Tag(s): supportworld, service management, ITIL, framework and methodologies
April 30, 2019
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
April 25, 2019
How you communicate a service outage is important to your customers and for your peace of mind.
Tag(s): supportworld, customer experience, service management
April 24, 2019
What is your worst service desk nightmare? Knowledge base adoption? Employee engagement? Call spikes? Lack of adherence to standard operating processes and procedures?
Tag(s): supportworld, service management, knowledge management, practices and processes, workforce enablement, workforce enablement
April 19, 2019
Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
April 16, 2019
Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Tag(s): supportworld, customer experience, customer service, customer satisfaction
April 11, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019
Having complementary skill sets on your service desk team is critical for effective problem solving and decision-making.
Tag(s): supportworld, workforce enablement, workforce enablement, teamwork, team building, service desk, support center
April 9, 2019
Employ these 10 tips on automation and reporting for service desk success.
Tag(s): supportworld, metrics and measurements, automation, reporting, reporting-and-analytics
April 4, 2019