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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...

 

 
Customer effort measures how easy it is for your customers to do business with you.
Tag(s): supportworld, customer experience, metrics and measurements
March 26, 2020

 
It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
March 19, 2020

 
Consider these five ways to integrate cell phones with your service management tool to provide an enhanced employee experience.
Tag(s): supportworld, workforce enablement, ITSM, customer experience, mobile device support
March 12, 2020

 
What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
March 10, 2020

 
Empowered analysts are enabled to do their jobs well and keep customers happy.
Tag(s): supportworld, workforce enablement, customer experience, customer satisfaction, employee engagement, coronavirus
March 5, 2020

 
The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Tag(s): supportworld, workforce enablement, customer experience, collaboration, coronavirus
March 4, 2020

 
ITSM is not just about workflows and escalations and tickets and knowledge articles, but how the use of technology enables business value and outcomes.
Tag(s): supportworld, service management, practices and processes, ITSM, business value
March 3, 2020

 
Roy Atkinson interviewed Charles Araujo about the meaning of digital transformation.
Tag(s): supportworld, technology, service management, business value
February 27, 2020

 
The best way to build a conversation is to capture and use real support conversations to program your bot.
Tag(s): supportworld, automation, service management, customer experience
February 26, 2020

 
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
February 19, 2020