Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, technical support
Date Published June 5, 2018 - Last Updated December 13, 2018
Service management and support professionals love solving problems, finding causes, fixing things, sharing knowledge, and helping others succeed.
Tag(s): supportworld, service management, customer service, customer experience, coronavirus
Date Published May 22, 2018 - Last Updated March 23, 2020
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
Net promoter score gives you a clear measure of your support organization’s performance from the customer’s perspective.
Tag(s): supportworld, metrics and measurements, customer experience, customer satisfaction
Date Published April 11, 2018 - Last Updated December 13, 2018
Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Tag(s): supportworld, customer experience, support center
Date Published April 5, 2018 - Last Updated December 13, 2018
Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Tag(s): supportworld, support center, customer experience, metrics and measurements
Date Published April 4, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018