Here’s a deep dive into the strategy behind managing the conflict and emotions of heated moments and contentious relationships.
Tag(s): supportworld, communications skills, customer experience
Date Published March 22, 2023 - Last Updated 149 Days, 19 Hours, 42 Minutes ago
Sometimes, your end user can provide you with the next steps needed to improve UX and not even know it. You just have to listen carefully.
Tag(s): supportworld, best practice, customer experience
Date Published January 18, 2023 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
Conflict is often unavoidable, but how we manage the conflict when it arises is what’s important. Here are some tips to help.
Tag(s): supportworld, best practice, customer satisfaction
Date Published November 17, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
Simple surveys may mask deeper problems in your IT service process. Here is a method to ensure the best experience every time.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
Date Published September 21, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
An IT service veteran weighs the pros and cons of investing resources into this hot, new technology, and feels the picture for the road ahead may not be fleshed out in 3D.
Tag(s): best practice, business intelligence, business of support, change management, customer experience, supportworld
Date Published September 7, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
In this IndustryVoices piece, Venkat Balasubramanian, Vice President of Product Management at Freshworks discusses how industries can best integrate automation in the future of IT service.
Tag(s): supportworld, culture, automation
Date Published August 31, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
Too often, IT’s work is done behind the scenes, and is only noticeable when things go wrong. Here is how to change that.
Tag(s): supportworld, culture, employee engagement
Date Published August 31, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
Service portals are a fundamental part of IT service and support, and we should take care to think about the customer experience when designing these self-service tools.
Tag(s): supportworld, self-service tools, self-service
Date Published August 23, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
To create the IT team you need, you must align your vision with your business’ values and think strategically in your hiring practices.
Tag(s): supportworld, culture, employee engagement
Date Published August 15, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago
IT service providers must use templates to keep up with communication, but that doesn’t mean the interaction has to sound wooden. Here’s how to breathe life in these interactions.
Tag(s): supportworld, best practice, customer experience
Date Published June 20, 2022 - Last Updated 244 Days, 20 Hours, 27 Minutes ago