Contact center metrics such as First Call Resolution (FCR) can become difficult to measure when new channels are introduced into a service model.
Tag(s): customer satisfaction, customer-satisfaction-measurement, desktop support, first call resolution, metrics and measurements, multichannel support, reporting, social media, support channels, supportworld
Date Published December 17, 2015 - Last Updated May 11, 2016
First call resolution (FCR) is about answering or solving the customer’s problems on the first call, as quickly and for the least cost possible.
Tag(s): best practice, customer satisfaction, costs, desktop support, first call resolution, continual service improvement, incident management, metrics and measurements, process management, process-improvement, return on investment - ROI, supportworld
Date Published December 8, 2015 - Last Updated May 20, 2016
This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management
Date Published November 24, 2015 - Last Updated May 11, 2016
The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld
Date Published November 17, 2015 - Last Updated December 1, 2017
A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Tag(s): agile, best practice, business value, ITIL, service desk, service management, support center, supportworld
Date Published November 10, 2015 - Last Updated April 19, 2019
It is essential to carefully plan the proof-of-concept phase to ensure an ITSM tool meets enterprise needs.
Tag(s): business alignment, collaboration, IT service management, ITSM, KPI, IT Service Management - ITSM, service level agreement, SLA, supportworld, tools, service management
Date Published November 3, 2015 - Last Updated May 11, 2016
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, supportworld, tools, training, metrics and measurements
Date Published October 26, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Tag(s): business value, chat, customer experience, desktop support, mobility, multichannel support, self-service, service level agreement, service strategy, support center, support channels, supportworld, technical support, value-add, workforce enablement, customer service
Date Published October 20, 2015 - Last Updated May 11, 2016
DevOps is an approach to development and operations, integrating both teams into the overall process with the aim of more rapid deployments.
Tag(s): collaboration, devops, supportworld
Date Published September 22, 2015 - Last Updated May 11, 2016
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Tag(s): change management, leadership, performance management, people, productivity, supportworld
Date Published September 8, 2015 - Last Updated May 11, 2016