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
March 22, 2023
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
January 18, 2023
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
November 17, 2022
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
September 21, 2022
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
September 7, 2022
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
August 31, 2022
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
August 31, 2022
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
August 23, 2022
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
August 15, 2022
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
June 20, 2022