Many IT organizations struggle with user adoption when they release their first service portal. The user experience is the key to a successful service portal.
Tag(s): customer experience, customer satisfaction, customer service, knowledge management, service catalog, support center, support channels, supportworld
Date Published January 12, 2016 - Last Updated April 10, 2017
When your CSAT score is stuck at a once-revered 85 percent and you're being challenge to improve customer experience, what should you do? Welcome to adaptive quality management, the goal of which is to improve operational quality in order to drive higher customer satisfaction.
Tag(s): customer-satisfaction-measurement, customer satisfaction, hdi conference, business value, quality management
Date Published January 8, 2016 - Last Updated October 5, 2016
Contact center metrics such as First Call Resolution (FCR) can become difficult to measure when new channels are introduced into a service model.
Tag(s): customer satisfaction, customer-satisfaction-measurement, desktop support, first call resolution, metrics and measurements, multichannel support, reporting, social media, support channels, supportworld
Date Published December 17, 2015 - Last Updated May 11, 2016
First call resolution (FCR) is about answering or solving the customer’s problems on the first call, as quickly and for the least cost possible.
Tag(s): best practice, customer satisfaction, costs, desktop support, first call resolution, continual service improvement, incident management, metrics and measurements, process management, process-improvement, return on investment - ROI, supportworld
Date Published December 8, 2015 - Last Updated May 20, 2016
This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management
Date Published November 24, 2015 - Last Updated May 11, 2016
The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld
Date Published November 17, 2015 - Last Updated December 1, 2017
A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Tag(s): agile, best practice, business value, ITIL, service desk, service management, support center, supportworld
Date Published November 10, 2015 - Last Updated April 19, 2019
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, supportworld, tools, training, metrics and measurements
Date Published October 26, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Tag(s): business value, chat, customer experience, desktop support, mobility, multichannel support, self-service, service level agreement, service strategy, support center, support channels, supportworld, technical support, value-add, workforce enablement, customer service
Date Published October 20, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
Date Published October 8, 2015 - Last Updated May 11, 2016