Implementing a new ticketing system involves not just changing a system, but also the people and processes connected to that system.
Tag(s): supportworld, service management, ITSM, change management, tools
Date Published October 17, 2018 - Last Updated 5 Years, 107 Days, 4 Hours, 8 Minutes ago
Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Tag(s): supportworld, service management, ITSM, change management
Date Published October 10, 2018 - Last Updated 5 Years, 107 Days, 4 Hours, 8 Minutes ago
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated 5 Years, 107 Days, 4 Hours, 8 Minutes ago
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 5 Years, 107 Days, 4 Hours, 8 Minutes ago
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 5 Years, 107 Days, 4 Hours, 8 Minutes ago
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 5 Years, 46 Days, 23 Hours, 49 Minutes ago
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 5 Years, 107 Days, 4 Hours, 8 Minutes ago
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 5 Years, 107 Days, 4 Hours, 8 Minutes ago
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 5 Years, 107 Days, 4 Hours, 8 Minutes ago
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 5 Years, 107 Days, 4 Hours, 8 Minutes ago