Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Date Published May 14, 2020 - Last Updated December 10, 2020
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Date Published May 13, 2020 - Last Updated December 10, 2020
Customer experience for a service desk is more important than ever, because being able to serve and retain customers is more challenging than ever.
Date Published May 5, 2020 - Last Updated December 10, 2020
Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Date Published April 14, 2020 - Last Updated December 10, 2020
The ingredients are a few key activities with the correct proportions of people, process, and technology.
Date Published April 9, 2020 - Last Updated December 10, 2020
Every interaction is an opportunity to exceed expectations and create a valuable experience for our customers.
Date Published April 2, 2020 - Last Updated September 2, 2020
Even the most empathy-willing analysts will struggle to show empathy when they’re overburdened.
Date Published April 1, 2020 - Last Updated September 2, 2020
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Date Published March 31, 2020 - Last Updated September 2, 2020
Spending time observing, empathizing, and experiencing customer problems is foundational.
Date Published March 30, 2020 - Last Updated September 2, 2020
Customer effort measures how easy it is for your customers to do business with you.
Date Published March 26, 2020 - Last Updated January 20, 2023