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Featured Resource

"Your Call Is Important to Us": Customer Service vs. Customer Experience 

The customer experience is spread across the organization, beyond IT, making it much harder to envision and manage effectively. As a result, many companies have fallen into the trap of providing inadequate and sometimes downright poor support to their customers. Read more...

 

 
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Tag(s): supportworld, service quality, business intelligence, change management, communications skills, customer service, ethics, incident management, people, problem management
December 1, 2020

 
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 30, 2020

 
An inclusive customer experience can only be created when companies look inward to make sure the employee experience is as inclusive as possible. Here are some steps to take to ensure both outward and inward inclusion in your company or organization.
Tag(s): supportworld, employee engagement, employee satisfaction, customer experience, customer satisfaction, diversity
November 24, 2020

 
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Tag(s): supportworld, best practice, customer-satisfaction-measurement, customer survey tools, dashboards, methodology, metrics and measurements
November 17, 2020

 
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wants and needs. Don’t just rely on customer surveys after resolved tickets - have conversations often, and keep asking how you can make the experience better.
Tag(s): supportworld, best practice, customer experience, communications skills, customer service, customer-satisfaction-measurement, customer satisfaction
November 16, 2020

 
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Tag(s): supportworld, best practice, agile, business alignment, customer satisfaction, framework and methodologies, KPI, practices, relationship
November 11, 2020

 
When employees feel respected and validated – even in times of dramatic change and socially acceptable incivility – those employees serve customers and the company exceptionally well.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 10, 2020

 
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee experience fail miserably because IT leaders don’t have the right data to deliver what an organization needs. Here is how to change that.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 9, 2020

 
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Tag(s): supportworld, best practice, practices, business intelligence, communications skills, customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, customer survey tools
October 28, 2020

 
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will help alleviate ticket volume, and free up the service team from commodity support. Now that true machine learning is possible, AI has the potential to revolutionize IT service.
Tag(s): supportworld, best practice, customer experience, IT service management, metrics and measurements
October 26, 2020