Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Tag(s): supportworld, metrics and measurements, KPI, customer-satisfaction-measurement, employee satisfaction, support center, performance management
August 15, 2017
This #HDIchat tackled the topic of creating a successful service portal. Phyllis Drucker joined the twitter chat as our guest expert.
Tag(s): customer experience, service management, supportworld, service catalog, self-service tools, self-service, hdichat
August 15, 2017
In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Tag(s): supportworld, support center, workforce enablement, customer experience, customer service
August 15, 2017
Customer service expert Jeff Toister suggests three things you can do to get your employees more customer-focused.
Tag(s): customer experience, customer service, supportworld, workforce enablement, leadership, hdi conference
August 15, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Tag(s): supportworld, customer experience, customer service
August 2, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Tag(s): supportworld, community, customer experience, customer service
July 25, 2017
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Tag(s): supportworld, customer experience, customer satisfaction
July 19, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
July 18, 2017
Surveys are a great tool for letting you know where you stand with your customers. But remember that customer satisfaction begins with service delivery.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, service delivery
July 13, 2017
FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Tag(s): supportworld, metrics and measurements, customer satisfaction, first call resolution
July 12, 2017