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
Date Published July 25, 2017 - Last Updated December 6, 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
Date Published July 19, 2017 - Last Updated December 6, 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
Date Published July 18, 2017 - Last Updated December 6, 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
Date Published July 13, 2017 - Last Updated December 6, 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
Date Published July 12, 2017 - Last Updated December 6, 2017
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Tag(s): supportworld, support center, support operations, value-add, business value, costs, tools
Date Published June 22, 2017 - Last Updated December 6, 2017
Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
Date Published June 21, 2017 - Last Updated December 6, 2017
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Tag(s): supportworld, leadership, customer service, customer experience, technology
Date Published June 13, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
Date Published June 7, 2017 - Last Updated December 6, 2017
To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
Date Published June 1, 2017 - Last Updated December 6, 2017