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
Date Published October 28, 2020 - Last Updated October 30, 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
Date Published October 26, 2020 - Last Updated November 2, 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
Date Published October 20, 2020 - Last Updated October 23, 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
Date Published October 20, 2020 - Last Updated October 23, 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
Date Published October 2, 2020 - Last Updated October 20, 2020
Data centers have a huge problem - an aging population. Leaders need to find innovative ways to make these fields more attractive so they have a pipeline of resources to backfill this aging population. One way is to think about the process through the lens of potential candidates.
Tag(s): supportworld, best practice, customer experience, diversity, employee engagement
Date Published September 30, 2020 - Last Updated October 20, 2020
A real-world example of how something as small as a separate system of service desk support for the C-suite level can cause real inefficiencies.
Tag(s): supportworld, best practice, culture, organizational change management, support models, service quality, service strategy
Date Published September 17, 2020 - Last Updated September 15, 2020
Knowledge is too often hoarded by individuals and teams. To change this will require a clear signal from the top down that good knowledge management is important and a cultural shift across all teams.
Tag(s): supportworld, best practice, culture, knowledge management, KM, organizational change management
Date Published September 16, 2020 - Last Updated August 8, 2022
The number of women in IT has consistently declined or remained the same since the mid-1990s.
Tag(s): supportworld, workforce enablement, workforce enablement, diversity, business value, leadership
Date Published September 10, 2020 - Last Updated September 15, 2020
Any organization seeking long-term sustained growth must evolve its culture if it wants to move from lean start-up to established leader.
Tag(s): customer experience, workforce enablement, workforce enablement, supportworld
Date Published September 8, 2020 - Last Updated December 10, 2020