Service management needs continuous care and feeding. Following frameworks and best practices can help.
Tag(s): supportworld, ITSM, IT service management, service management, framework and methodologies, tools
Date Published June 8, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
Date Published June 7, 2017 - Last Updated December 6, 2017
John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Tag(s): supportworld, service management, knowledge management, KCS, technical support, ITSM, ITIL, lean, devops, agile
Date Published June 6, 2017 - Last Updated December 6, 2017
To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
Date Published June 1, 2017 - Last Updated December 6, 2017
Retrieval practice ensures information learned in training is used appropriately on the job.
Tag(s): supportworld, training, workforce enablement
Date Published May 31, 2017 - Last Updated December 6, 2017
Aprill Allen was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Aprill to be involved in the community.
Tag(s): supportworld, service management, KCS, KM, knowledge management
Date Published May 30, 2017 - Last Updated December 6, 2017
Confrontation is a good thing, and it is one of the most important skills you need as a leader.
Tag(s): supportworld, leadership, workforce enablement
Date Published May 25, 2017 - Last Updated December 6, 2017
Stuart Rance was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Stuart to be involved in the community.
Tag(s): supportworld, ITSM, security management, service management, it governance, IT service management
Date Published May 24, 2017 - Last Updated December 6, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Tag(s): supportworld, technology, service management, support center, tools
Date Published May 23, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
Date Published May 23, 2017 - Last Updated December 6, 2017