Roy Atkinson interviewed Leslie O’Flahavan, professional writing trainer and coach, about the importance of clear language.
Tag(s): supportworld, workforce enablement, workforce enablement, customer service, customer experience
Date Published August 27, 2019 - Last Updated December 17, 2019
Understanding, focusing on, and improving value is the most important thing any service and support organization can do.
Tag(s): supportworld, business value, service management, ITIL, ITSM
Date Published August 21, 2019 - Last Updated December 17, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
Date Published August 15, 2019 - Last Updated August 15, 2019
If we stop referring to writing skills with the empty word “soft,” we can recognize how important they are to providing great service and support.
Tag(s): supportworld, customer satisfaction, workforce enablement, workforce enablement
Date Published August 15, 2019 - Last Updated December 17, 2019
Learn how an IT organization centralized the fulfillment process to improve efficiency, create a better customer experience, and save money.
Tag(s): supportworld, service management, customer experience, asset management
Date Published August 13, 2019 - Last Updated December 17, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
Date Published August 8, 2019 - Last Updated August 8, 2019
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
Date Published August 1, 2019 - Last Updated February 4, 2020
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
Date Published July 31, 2019 - Last Updated December 17, 2019
Getting a good knowledge management program running and maintaining its momentum requires commitment, investment, learning, and sustained effort.
Tag(s): supportworld, service management, knowledge management, KM, KCS, customer experience
Date Published July 23, 2019 - Last Updated December 17, 2019
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
Date Published July 9, 2019 - Last Updated December 17, 2019