Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address...
Date Published June 3, 2019 - Last Updated September 24, 2021
Before you make major changes to your environment, be sure you have good service management practices and principles in place to avoid poor customer satisfaction.
Date Published May 16, 2019 - Last Updated December 17, 2019
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Date Published May 15, 2019 - Last Updated December 17, 2019
A good knowledge base does not guarantee adoption. You need to think about your audience and how they will find the information.
Date Published May 14, 2019 - Last Updated December 17, 2019
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Date Published May 9, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Date Published April 25, 2019 - Last Updated December 17, 2019
How you communicate a service outage is important to your customers and for your peace of mind.
Date Published April 24, 2019 - Last Updated December 17, 2019
Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Date Published April 16, 2019 - Last Updated December 17, 2019
Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Date Published April 11, 2019 - Last Updated December 17, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Date Published April 10, 2019 - Last Updated December 17, 2019