Total contact ownership is a mark of business maturity for technical service and support organizations. It takes the best practices of ITSM and strengthens them with customer service resolve. TCO has always depended on the “one team, customer first” approach, as it requires the assignment groups...
Tag(s): customer experience, customer satisfaction, customer service, ITSM, practices and processes
Date Published - Last Updated 5 Years, 71 Days, 1 Hour, 40 Minutes ago

The improvement strategy was simple: provide users with what they want, when they need it, while implementing efficient processes that produce consistent, repeatable outputs.
Tag(s): case study, service quality
Date Published - Last Updated 7 Years, 118 Days, 7 Minutes ago