Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Tag(s): supportworld, customer experience, customer satisfaction, team building, teamwork, workforce enablement, workforce enablement
October 9, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
October 4, 2018
If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Tag(s): supportworld, technical support, customer experience
October 3, 2018
Delivering a positive customer experience is much more than simply fixing the problem. It depends on every interaction and action throughout the process.
Tag(s): supportworld, customer service, customer experience, customer satisfaction
October 2, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
September 19, 2018
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Tag(s): supportworld, workforce enablement, workforce enablement, customer experience
September 13, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
September 4, 2018
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 29, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
August 14, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
August 9, 2018