Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
Date Published May 29, 2020 - Last Updated December 10, 2020
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
Date Published May 19, 2020 - Last Updated December 10, 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
Date Published April 14, 2020 - Last Updated December 10, 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
Date Published March 31, 2020 - Last Updated September 2, 2020
Customer effort measures how easy it is for your customers to do business with you.
Tag(s): supportworld, customer experience, metrics and measurements
Date Published March 26, 2020 - Last Updated January 20, 2023
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
Date Published February 21, 2020 - Last Updated September 2, 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
Date Published February 19, 2020 - Last Updated September 2, 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
Date Published February 5, 2020 - Last Updated September 2, 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
Date Published February 4, 2020 - Last Updated September 2, 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
Date Published January 30, 2020 - Last Updated September 2, 2020