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The Latest from SupportWorld

Single Point of Contact: Greg Sanker

Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Date Published October 10, 2018 - Last Updated December 13, 2018

Customer Service: Who Cares?

Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Date Published October 9, 2018 - Last Updated December 13, 2018

HDI 2019 Call for Contributors Is Now Open

HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Date Published October 4, 2018 - Last Updated December 13, 2018

What Does Customer Experience Mean to IT…Really?

If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Date Published October 3, 2018 - Last Updated December 13, 2018

How My Customer Experiences Improved Me

Delivering a positive customer experience is much more than simply fixing the problem. It depends on every interaction and action throughout the process.
Date Published October 2, 2018 - Last Updated December 13, 2018

Single Point of Contact: Aprill Allen

Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Date Published September 27, 2018 - Last Updated December 13, 2018

What Works in Professional Development: You Are a Coach, Act Like One

Coaches don’t fail because they don’t understand the business. They fail because they don’t understand and empower the people who work for them.
Date Published September 26, 2018 - Last Updated December 13, 2018

Using Display Boards in a Support Center

Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Date Published September 25, 2018 - Last Updated December 13, 2018

Aiming for Exceptional Customer Service Is Costing Your Business

Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Date Published September 19, 2018 - Last Updated December 13, 2018

Metric of the Month: Introduction to Chat Metrics

Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Date Published September 18, 2018 - Last Updated February 11, 2019