An inclusive customer experience can only be created when companies look inward to make sure the employee experience is as inclusive as possible. Here are some steps to take to ensure both outward and inward inclusion in your company or organization.
Date Published November 24, 2020 - Last Updated November 30, 2020
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Date Published November 17, 2020 - Last Updated November 17, 2020
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wants and needs. Don’t just rely on customer surveys after resolved tickets - have conversations often, and keep asking how you can make the experience better.
Date Published November 16, 2020 - Last Updated November 17, 2020
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Date Published November 11, 2020 - Last Updated November 17, 2020
When employees feel respected and validated – even in times of dramatic change and socially acceptable incivility – those employees serve customers and the company exceptionally well.
Date Published November 10, 2020 - Last Updated November 9, 2020
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee experience fail miserably because IT leaders don’t have the right data to deliver what an organization needs. Here is how to change that.
Date Published November 9, 2020 - Last Updated November 17, 2020
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Date Published October 28, 2020 - Last Updated October 30, 2020
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will help alleviate ticket volume, and free up the service team from commodity support. Now that true machine learning is possible, AI has the potential to revolutionize IT service.
Date Published October 26, 2020 - Last Updated November 2, 2020
Culture matters now more than ever, as team members are geographically scattered. Communication about company culture must be as clear as possible for the top down, and organizational culture must be refined and reinforced regularly. Here’s how to ensure your company’s culture thrives during...
Date Published October 20, 2020 - Last Updated October 23, 2020
Too often, metrics that are considered sacred were put in place to please a forgotten stakeholder or because they came out of the box. Here’s how to revise your approach to find and create KPIs that measure what’s needed to be measured and point the way toward key goals.
Date Published October 20, 2020 - Last Updated October 23, 2020