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
Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
Date Published June 27, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Jeff Toister about hidden obstacles to good customer service, the importance of empathy, what causes broken systems, and more.
Tag(s): supportworld, customer experience, customer satisfaction
Date Published June 25, 2019 - Last Updated December 17, 2019
Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, customer experience, customer service
Date Published June 11, 2019 - Last Updated December 17, 2019
In a recent poll of senior IT leaders by HDI, 60% of respondents said their top priority is business transformation, and 64% said they are investing in solutions to support business transformation. Digital transformation touches every aspect of business and depends upon...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Say goodbye to your music on hold, business hours, and carefully limited scope of...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021