Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Tag(s): supportworld, best practice, practices, business intelligence, communications skills, customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, customer survey tools
October 28, 2020
Our team, our clients, and our organization are likely facing an unprecedented amount of stress during these turbulent times. Here are some tips for how team leaders can help a workforce to strengthen the characteristics that will see them through upheaval.
Tag(s): supportworld, best practice, employee engagement, employee satisfaction, practices, team building, teamwork
October 27, 2020
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will help alleviate ticket volume, and free up the service team from commodity support. Now that true machine learning is possible, AI has the potential to revolutionize IT service.
Tag(s): supportworld, best practice, customer experience, IT service management, metrics and measurements
October 26, 2020
Culture matters now more than ever, as team members are geographically scattered. Communication about company culture must be as clear as possible for the top down, and organizational culture must be refined and reinforced regularly. Here’s how to ensure your company’s culture thrives during...
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
October 20, 2020
Too often, metrics that are considered sacred were put in place to please a forgotten stakeholder or because they came out of the box. Here’s how to revise your approach to find and create KPIs that measure what’s needed to be measured and point the way toward key goals.
Tag(s): supportworld, best practice, continual service improvement, customer survey tools, gap analysis, metrics and measurements, methodology
October 20, 2020
Make an effort to understand the culture and conditions on the ground where your workforce is located, and communicate regularly. Here are a few concrete steps you can take now to make the world a little smaller for your team.
Tag(s): supportworld, best practice, employee engagement, diversity, IT service management
October 20, 2020
Rapid technological advancements and changing needs are requiring a new way to operate when implementing new projects and fostering change. It takes a steady hand and clear vision to ensure success, as execution is everything for so many of today’s critical business initiatives.
Tag(s): supportworld, best practice, employee engagement, project management
October 12, 2020
One of the toughest things an individual can do at work is to challenge another teammate’s ideas or make process improvement recommendations. Here’s a guide for how to create a dignified and effective process for examining ideas with those who report to you and with those who manage you.
Tag(s): supportworld, best practice, employee engagement, employee satisfaction, motivation, people, performance management
October 5, 2020
Too often, IT improvement initiatives derail because they end up being incremental, have unclear objectives, or are using the wrong metrics. Here’s a case for a “go big or go home” philosophy to continually improving the IT experience for your company.
Tag(s): supportworld, best practice, employee engagement, change management, incentives, performance management
October 2, 2020
A restaurant kitchen may seem like chaos, and yet it functions well even during surges in demand and unexpected challenges. Adaptability, clear communications, and a commitment to an orderly and efficient process help things run smoothly. Many IT departments could learn a thing or two about this.
Tag(s): supportworld, best practice, agile, capacity management, change management, communications skills
October 1, 2020