Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Tag(s): workforce enablement, supportworld, training, return on investment - ROI, hdi conference, fusion conference, business value
Date Published November 9, 2016 - Last Updated December 1, 2017
Sooner or later, it happens, even in the best support centers. Anyone in a customer-facing position has come to grips with being contacted by an angry customer.
Tag(s): customer service, customer experience, supportworld
Date Published October 27, 2016 - Last Updated April 19, 2019
Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Tag(s): business value, customer service, supportworld
Date Published October 25, 2016 - Last Updated April 19, 2019
Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Tag(s): collaboration, customer experience, customer service, employee engagement, ITSM, IT service management, practices and processes, service design, service desk, support center, supportworld
Date Published October 20, 2016 - Last Updated April 19, 2019
Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Tag(s): customer satisfaction, customer experience, customer service, customer-satisfaction-measurement, supportworld, metrics and measurements
Date Published October 12, 2016 - Last Updated December 15, 2016
Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Tag(s): customer-service-week, customer service, supportworld, people, workforce enablement, workforce enablement
Date Published October 4, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Tag(s): customer satisfaction, employee satisfaction, metrics and measurements, supportworld
Date Published October 2, 2016 - Last Updated December 15, 2016
Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Tag(s): focus series, supportworld, technical support, support center, customer experience, customer satisfaction, customer service
Date Published September 30, 2016 - Last Updated April 19, 2019
What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Tag(s): collaboration, communications technology, crowdsourcing, knowledge management, KM, ITSM, service desk, service management, supportworld
Date Published September 28, 2016 - Last Updated December 15, 2016
Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Tag(s): customer service, security management, support center, supportworld, training
Date Published September 21, 2016 - Last Updated December 15, 2016