Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Tag(s): supportworld, technical support, service desk, self-service, self-service tools, support center
Date Published September 25, 2017 - Last Updated December 6, 2017
Follow these five steps to build a service portal that enhances your business operations and provides cost savings.
Tag(s): supportworld, service management, self-service, support center
Date Published August 31, 2017 - Last Updated December 6, 2017
Assessing your need for cultural change is the number one thing you are not doing in your plan to move to enterprise service management (ESM).
Tag(s): supportworld, service management, culture
Date Published August 30, 2017 - Last Updated December 6, 2017
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Tag(s): supportworld, service management, business of support, business value
Date Published August 23, 2017 - Last Updated December 6, 2017
With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
Date Published August 17, 2017 - Last Updated December 6, 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
Date Published August 15, 2017 - Last Updated December 6, 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
Date Published August 15, 2017 - Last Updated December 6, 2017
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
Date Published August 15, 2017 - Last Updated December 6, 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, customer experience, customer service
Date Published August 15, 2017 - Last Updated January 20, 2023
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
Date Published August 2, 2017 - Last Updated April 19, 2019