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The Latest from SupportWorld
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Tag(s): service management, supportworld
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Tag(s): workforce enablement, incentives, supportworld
We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Tag(s): technology, 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
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
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
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
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
For some people, being a leader means being in command of others. However, while it’s true that leaders often end up having the power of command, good leadership starts with internal qualities. A person who is inspirational, understands others, shares powerful ideas, and invests other people...
Tag(s): leadership, supportworld
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics, supportworld