Customer satisfaction surveys should be short and should ask about things that contribute to continual improvement in the quality of service and the customer experience.
Date Published August 4, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Date Published July 20, 2016 - Last Updated December 15, 2016
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Date Published June 27, 2016 - Last Updated July 19, 2018
Self-service is an important tactic for successful end-user support. But be aware that Tier 0 does have effects on the traditional metrics support centers use.
Date Published June 22, 2016 - Last Updated December 15, 2016
Providing customers with mobile support and mobile information—in a visually appealing and usable format—helps end users resolve their issues and requests and gets them back to work quickly.
Date Published June 21, 2016 - Last Updated December 15, 2016
Customer satisfaction management involves understanding the issues beyond the data points that key performance indicators provide.
Date Published June 17, 2016 - Last Updated December 15, 2016
Email templates help new service desk agents get up to speed quickly, enable managers to store information in a central location, and improve agent productivity.
Date Published June 9, 2016 - Last Updated March 14, 2017
Outsourcing, automation, and technology are forcing technical support teams to adapt the way they work. Developing right-brain skills might just be the answer.
Date Published May 31, 2016 - Last Updated December 1, 2017
Many organizations have implemented problem management, per ITIL, by performing root cause analysis on important incidents, deriving lessons learned, and deploying corrective steps in order to prevent similar incidents from recurring. However, this process is still reactive in nature, as a...
Date Published May 26, 2016 - Last Updated April 19, 2019
Best practices in call handling can enhance the customer experience and dramatically help improve the perceived value of your support center.
Date Published February 29, 2016 - Last Updated December 15, 2016