Customer Experience

Browse all customer experience content below.

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...

 

 
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Tag(s): supportworld, support center, support operations, value-add, business value, costs, tools
June 22, 2017

 
Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
June 21, 2017

 
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Tag(s): supportworld, leadership, customer service, customer experience, technology
June 13, 2017

 
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
June 7, 2017

 
To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
June 1, 2017

 
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
May 23, 2017

 
As one of HDI’s Top 25 Thought Leaders, customer service expert Jeff Toister shares what motivates him to be involved in the community.
Tag(s): supportworld, customer experience, customer service, community
May 11, 2017

 
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Tag(s): supportworld, support center, customer experience, customer service
May 10, 2017

 
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Tag(s): supportworld, desktop support, service management, customer experience, community, leadership
May 4, 2017

 
Email is still an important channel for support centers, and good written communication is not to be taken for granted.
Tag(s): workforce enablement, supportworld, customer experience, service quality
April 27, 2017