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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...

 

 
The ability to improve is a critical capability for the modern IT organization.
Tag(s): supportworld, service management, business value, continual service improvement
January 15, 2020

 
Leaders are facing quickly advancing technologies that will transform all areas, processes, roles, and functions within their organizations.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, leadership, desktop support, customer experience
January 14, 2020

 
Meet the industry experts and practitioners who want to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
January 10, 2020

 
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
January 7, 2020

 
The Housing 21 Information Services Team improved service delivery to the organization when they brought a non-IT team into a formal change management process.
Tag(s): supportworld, service management, service desk, support center, customer experience, change management
December 19, 2019

 
Knowledge management award winner Chick-fil-A HELP shares their path to improvement in CSAT, FLR, staff engagement, and call and ticket deflection.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction, KCS, knowledge management
December 18, 2019

 
Mercy Technology Services won HDI’s Best Service Improvement Initiative Award for 2019.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction
December 17, 2019

 
When people enjoy what they do and they enjoy who they work with, productivity soars.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, culture
December 3, 2019

 
Understand the four key areas to evaluate to have an effective review process for technology implementations.
Tag(s): supportworld, technology, business value
November 29, 2019

 
Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
November 26, 2019