Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
Date Published September 18, 2018 - Last Updated February 11, 2019
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Tag(s): supportworld, workforce enablement, workforce enablement, customer experience
Date Published September 13, 2018 - Last Updated December 13, 2018
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Tag(s): automation, supportworld, support center
Date Published September 12, 2018 - Last Updated February 8, 2019
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Tag(s): supportworld, ITSM, devops, service management
Date Published September 11, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for service desk staffing during peaks in demand.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, FAQ
Date Published September 6, 2018 - Last Updated December 13, 2018
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Tag(s): supportworld, support center, service desk, quality assurance
Date Published September 5, 2018 - Last Updated December 13, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
Date Published September 4, 2018 - Last Updated December 13, 2018
An effective categorization scheme can reduce costs and improve performance and customer satisfaction.
Tag(s): supportworld, service management, ITIL, ITSM
Date Published August 31, 2018 - Last Updated December 13, 2018
While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around a while, its time is very much now.
Tag(s): supportworld, service management, ITSM
Date Published August 23, 2018 - Last Updated December 13, 2018
Process documentation and adoption is often performed in a painstakingly difficult and time-consuming manner. Journey mapping can help simplify the process.
Tag(s): supportworld, service management, ITSM, process
Date Published August 22, 2018 - Last Updated December 13, 2018