If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Tag(s): supportworld, technical support, customer experience
Date Published October 3, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
Date Published September 19, 2018 - Last Updated December 13, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
Date Published September 18, 2018 - Last Updated February 11, 2019
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
Date Published September 4, 2018 - Last Updated December 13, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
Date Published August 14, 2018 - Last Updated December 13, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
Date Published July 25, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
Tag(s): supportworld, desktop support, metrics and measurements
Date Published July 11, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
Date Published June 20, 2018 - Last Updated December 13, 2018
Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, technical support
Date Published June 5, 2018 - Last Updated December 13, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018