Knowledge management award winner Chick-fil-A HELP shares their path to improvement in CSAT, FLR, staff engagement, and call and ticket deflection.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction, KCS, knowledge management
December 18, 2019
Mercy Technology Services won HDI’s Best Service Improvement Initiative Award for 2019.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction
December 17, 2019
Julie Mohr walks through a step-by-step process for creating an incident categorization scheme that will work for your organization.
Tag(s): supportworld, service management, incident management, process, process management, change management
December 11, 2019
Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
November 26, 2019
An Agile approach to continual service improvement can help organizations improve incrementally, while achieving long-term, strategic transformation.
Tag(s): supportworld, service management, continual service improvement
November 22, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
November 19, 2019
Roy Atkinson talks with Julie Mohr about disruption, building a chatbot, and the need for knowledge management.
Tag(s): supportworld, service management, knowledge management, technology, customer experience
November 14, 2019
There is no one right way to create a categorization scheme, but there are ways to make the process work for your organization.
Tag(s): supportworld, service management, incident management, process
November 5, 2019
How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
October 30, 2019
The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
October 28, 2019