The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
Date Published August 24, 2016 - Last Updated February 1, 2017
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Tag(s): communications skills, collaboration, people, team building, teamwork, supportworld
Date Published August 19, 2016 - Last Updated December 15, 2016
While many ITSM or ticketing tools do track elapsed time since the ticket was opened, they are not intended to track analyst or technician travel time.
Tag(s): costs, desktop support, remote support tools, supportworld, technical support
Date Published August 18, 2016 - Last Updated December 15, 2016
The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Tag(s): metrics and measurements, supportworld, first call resolution, multichannel support
Date Published August 11, 2016 - Last Updated December 15, 2016
It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 15, 2016
It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 4, 2017
Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Tag(s): customer experience, customer satisfaction, customer service, supportworld, service quality
Date Published August 4, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Tag(s): hdichat, supportworld, support center, gamification
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your greatest challenges.
Tag(s): hdichat, supportworld, community
Date Published August 2, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Tag(s): hdichat, supportworld, ITSM, devops, ITIL
Date Published August 2, 2016 - Last Updated December 15, 2016