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The Latest from SupportWorld
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What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization,...
Tag(s): supportworld, incident management, webinars
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As our industry transforms and matures, last century standards for cross-team communication...
Tag(s): supportworld, incident management, webinars
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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!
If you’re new to...
Tag(s): community, membership, service management, continual service improvement, webinars, supportworld
ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Tag(s): ITSM, IT service management, customer experience, supportworld
It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Tag(s): technology, future of support, SaaS, software as a service - SaaS, supportworld
Reporting is like food. Some dishes are simple, requiring few ingredients; some are more complex, requiring more (and more unique) ingredients. We all have our own flavor preferences. IT reporting is much the same. Depending on your department and your management’s desires, your business’s...
Tag(s): technology, reporting-and-analytics, supportworld
To truly understand customer expectations and perceptions (internal and external), and deliver services that not only add value and increase satisfaction but also satisfy the business’s needs and help it reach its goals, IT must go beyond the customer satisfaction survey. The ultimate goal...
Tag(s): customer satisfaction, customer survey tools, supportworld
What are we talking about when we talk about the customer experience? Are we really just talking about customer service? If you’re service-centric, you probably look to service-centric metrics to define the customer experience, metrics like first call resolution, customer satisfaction, and...
Tag(s): customer experience, supportworld
As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Tag(s): future of support, supportworld
Cost pressures, plus ever-increasing demands for your services...do you feel caught between a rock and a hard place, and set up to fail? The good news is, there’s an answer, and it’s not ...
Tag(s): costs, supportworld