With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, customer service, metrics and measurements
May 19, 2020
Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Tag(s): supportworld, customer experience, metrics and measurements, technical support, podcast
April 14, 2020
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
March 31, 2020
Customer effort measures how easy it is for your customers to do business with you.
Tag(s): supportworld, customer experience, metrics and measurements
March 26, 2020
It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Tag(s): metrics and measurements, supportworld, service desk, workforce enablement, workforce enablement
February 21, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
February 19, 2020
The Technical Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, technology, service management, service desk, support center, metrics and measurements, desktop support, customer experience, business value
February 5, 2020
Increase the chances that your service desk team will meet its most ambitious goals.
Tag(s): supportworld, customer experience, metrics and measurements, support center, service desk, workforce enablement
February 4, 2020
Your data can’t tell you everything, but it can point you in the right direction. Ultimately, you need to ask the next questions to know where to go from there.
Tag(s): supportworld, technology, workforce enablement, service desk, metrics and measurements
January 30, 2020
Meet the people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, desktop support, customer experience
January 23, 2020