You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Tag(s): supportworld, metrics and measurements, customer service, service level agreement, SLA
June 2, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Tag(s): supportworld, coronavirus, workforce enablement, workforce enablement, technology, culture
May 27, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Tag(s): service management, supportworld, ITSM, business value
May 26, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, customer service, metrics and measurements
May 19, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Tag(s): supportworld, service management, ITIL, business value
May 14, 2020
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, customer experience, coronavirus
May 13, 2020
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
May 12, 2020
Customer experience for a service desk is more important than ever, because being able to serve and retain customers is more challenging than ever.
Tag(s): supportworld, customer experience, customer satisfaction, coronavirus
May 5, 2020
Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Tag(s): supportworld, customer experience, metrics and measurements, technical support, podcast
April 14, 2020