When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Tag(s): supportworld, workforce enablement, customer service, customer experience
July 30, 2020
For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
July 29, 2020
Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Tag(s): supportworld, metrics and measurements, service desk, customer satisfaction
July 28, 2020
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
July 23, 2020
If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Tag(s): supportworld, customer experience, customer service, service management, support center, service desk
July 15, 2020
Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Tag(s): supportworld, service management, ITSM, change management, business value, practices and processes, process
July 14, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
July 7, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
June 23, 2020
Now is the time to nurture your connections with your professional network, your coworkers, and your customers.
Tag(s): supportworld, customer experience, customer satisfaction, workforce enablement
June 17, 2020
Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Tag(s): supportworld, service management, customer experience, tools
June 11, 2020