When you re-focus customer service to play a strategic role in the larger customer experience, the benefits to both are tremendous.
Tag(s): supportworld, customer experience, customer service
August 1, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
July 31, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
July 25, 2018
How to design service portals and service catalogs so people will use them.
Tag(s): supportworld, customer experience, service catalog
July 24, 2018
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
July 17, 2018
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Tag(s): supportworld, service management, service design, self-service
July 3, 2018
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
June 27, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
June 12, 2018
Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, technical support
June 5, 2018