Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
Date Published June 23, 2020 - Last Updated December 10, 2020
The most effective method of creating or analyzing a business process is to visually interpret the steps using a business process diagram, flowchart, or workflow.
Tag(s): supportworld, service management, process
Date Published June 18, 2020 - Last Updated December 10, 2020
Now is the time to nurture your connections with your professional network, your coworkers, and your customers.
Tag(s): supportworld, customer experience, customer satisfaction, workforce enablement
Date Published June 17, 2020 - Last Updated December 10, 2020
Racial bias is an invisible problem that is prevalent in most organizations. But the only symptom that can be witnessed is lack of minority seats at the table.
Tag(s): supportworld, workforce enablement, workforce enablement, diversity, leadership
Date Published June 16, 2020 - Last Updated December 10, 2020
Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Tag(s): supportworld, service management, customer experience, tools
Date Published June 11, 2020 - Last Updated December 10, 2020
For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Tag(s): supportworld, service management, service catalog, customer experience
Date Published June 10, 2020 - Last Updated December 10, 2020
Andrew Gilliam collected some helpful links from around the web to help you network, keep learning, and make the most of any setbacks you face.
Tag(s): coronavirus, supportworld, workforce enablement
Date Published June 9, 2020 - Last Updated December 10, 2020
You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Tag(s): supportworld, metrics and measurements, customer service, service level agreement, SLA
Date Published June 2, 2020 - Last Updated December 10, 2020
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
Date Published May 29, 2020 - Last Updated December 10, 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
Date Published May 27, 2020 - Last Updated December 10, 2020