An inclusive customer experience can only be created when companies look inward to make sure the employee experience is as inclusive as possible. Here are some steps to take to ensure both outward and inward inclusion in your company or organization.
Date Published November 24, 2020 - Last Updated November 30, 2020
The previous year was a pivotal one for service management, helping the profession prove its worth within companies. The coming year will continue to offer opportunities for digital optimization, enhanced employee experience, more automation, and wider use of knowledge management.
Date Published November 24, 2020 - Last Updated November 23, 2020
Knowledge-centered support is important, but it will only succeed within a company when it aligns with the shared values of that company. Here is how one company integrated aspects of KCS in a way that worked best with its core values.
Date Published November 23, 2020 - Last Updated November 23, 2020
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Date Published November 17, 2020 - Last Updated November 17, 2020
In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and silos were broken down between IT and other departments to deliver value to businesses. The question will be how to sustain such innovation now that the crisis has become the new normal.
Date Published November 17, 2020 - Last Updated November 30, 2020
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wants and needs. Don’t just rely on customer surveys after resolved tickets - have conversations often, and keep asking how you can make the experience better.
Date Published November 16, 2020 - Last Updated November 17, 2020
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Date Published November 11, 2020 - Last Updated November 17, 2020
When employees feel respected and validated – even in times of dramatic change and socially acceptable incivility – those employees serve customers and the company exceptionally well.
Date Published November 10, 2020 - Last Updated November 9, 2020
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee experience fail miserably because IT leaders don’t have the right data to deliver what an organization needs. Here is how to change that.
Date Published November 9, 2020 - Last Updated November 17, 2020
Many organizations are starting to evaluate all the components that make up their operational model. It’s more important than ever to align your IT service mission with immediate and longterm objectives within your organization, and demonstrate that alignment to stakeholders.
Date Published November 3, 2020 - Last Updated November 2, 2020