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
Date Published April 16, 2019 - Last Updated December 17, 2019
Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Tag(s): supportworld, customer experience, customer service, customer satisfaction
Date Published April 11, 2019 - Last Updated December 17, 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
Date Published April 10, 2019 - Last Updated December 17, 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
Date Published April 9, 2019 - Last Updated December 17, 2019
Employ these 10 tips on automation and reporting for service desk success.
Tag(s): supportworld, metrics and measurements, automation, reporting, reporting-and-analytics
Date Published April 4, 2019 - Last Updated December 17, 2019
No matter how good your processes and technology, without a steady people strategy, you will not be able to achieve a great service culture.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, employee engagement
Date Published April 3, 2019 - Last Updated December 17, 2019
An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Tag(s): supportworld, support center, metrics and measurements, first call resolution
Date Published April 2, 2019 - Last Updated December 17, 2019
The generational gap can lead to frustration and conflict within the workplace, but if done right, can lead to stronger teams and better service to our customers.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership
Date Published March 28, 2019 - Last Updated December 17, 2019
Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Tag(s): service management, supportworld, ITSM, ITIL
Date Published March 27, 2019 - Last Updated December 17, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
Date Published March 26, 2019 - Last Updated December 17, 2019