These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Date Published February 5, 2021 - Last Updated March 18, 2021
In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Date Published February 3, 2021 - Last Updated January 29, 2021
In the first of this two-part series on how to deliver good service in the coming months of uncertainty, a customer experience expert shares the characteristics of a team poised to deliver a great experience every time for clients or customers.
Date Published February 2, 2021 - Last Updated January 29, 2021
Budgets are tight in the post-COVID-19 era. It will be more important than ever to ensure that you can justify every line item. Here are five tips for telling the story of your proposed budget in a way that creates a conversation and gets results.
Date Published February 1, 2021 - Last Updated December 16, 2021
In a time when our teams are spread out geographically, it’s more important than ever to employ new tools and best practices for collaboration and support. Such collaboration can create many advantages for your team, each team member, and your bottom line.
Date Published January 26, 2021 - Last Updated December 16, 2021
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Date Published January 6, 2021 - Last Updated December 23, 2020
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Date Published January 5, 2021 - Last Updated January 14, 2021
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Date Published January 4, 2021 - Last Updated December 23, 2020
The savings service desks see from preventing tickets go beyond direct support costs.
Date Published December 30, 2020 - Last Updated January 20, 2023
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Date Published December 28, 2020 - Last Updated December 14, 2020