Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Date Published May 29, 2020 - Last Updated December 10, 2020
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Date Published May 27, 2020 - Last Updated December 10, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Date Published May 26, 2020 - Last Updated December 10, 2020
Multitasking is not helping us do more. It is actually causing us to do less.
Date Published May 21, 2020 - Last Updated December 10, 2020
Consider these technology and management factors to help you build resiliency for your service and support organization.
Date Published May 20, 2020 - Last Updated December 10, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Date Published May 19, 2020 - Last Updated December 10, 2020
Whether we call it a process or a practice, if we aren’t engaged and working together collaboratively, we won’t produce value for the business.
Date Published May 14, 2020 - Last Updated December 10, 2020
Crises and remote work have created the need for greater thoughtfulness, transparency, and communication from service and support leaders.
Date Published May 13, 2020 - Last Updated December 10, 2020
Soft skills typically refer to emotional intelligence characteristics that, in the past, we could not measure.
Date Published May 7, 2020 - Last Updated December 10, 2020
The path to success often isn’t a straight line. Driving change and continuous improvement often necessitates an iterative approach.
Date Published May 6, 2020 - Last Updated December 10, 2020