The concept of total contact ownership is relatively simple: “You answer it, you own it.” But it's really about the consistent delivery and alignment of all support groups working together to deliver end-to-end, seamless and transparent services. In pursuit of issue resolution and getting the...
Tag(s): white paper, process, best practice, support models, service quality, customer service
Date Published April 29, 2015 - Last Updated January 14, 2016
By setting expectations and clarifying the business benefits, self-service leaders can embark on a continuous journey of selling the value of people helping themselves, 24x7, to achieve lower operating costs and a better customer experience.
Tag(s): white paper, self-service tools, process, knowledge management, KM, best practice
Date Published April 29, 2015 - Last Updated January 14, 2016
In a bilingual virtual support model, the support team would be comprised of remote agents, or virtual support professionals, with the capacity to handle multilingual customer interactions. The deployed model of support would leverage existing VoIP technology, as well as the incident management...
Tag(s): white paper, communications skills, virtual support tools, service desk technology, people, diversity, international, communications technology, culture
Date Published April 29, 2015 - Last Updated April 29, 2015
The IT job market is heating up and top talent is becoming scarce. It’s essential that you start defining strategies for acquiring employees who will propel your company forward—or run the risk of losing out to the competition for the most qualified technical and business-minded people.
Tag(s): white paper, people, human resources, workforce enablement, culture
Date Published April 29, 2015 - Last Updated April 29, 2015
An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help...
Tag(s): white paper, process, leadership, customer satisfaction, customer service, service quality, best practice, people
Date Published April 29, 2015 - Last Updated January 14, 2016
Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. One all-important aspect of service delivery is cost. Service leaders must know their costs at all times and have a strategy for driving down...
Tag(s): white paper, process, metrics and measurements, customer satisfaction, customer service, incident management, practices, service management, single point of contact, support models
Date Published April 29, 2015 - Last Updated January 14, 2016
Are you on a path to become an ITIL v3 Expert? You're not alone. Many consultants, practitioners, and job seekers see this certification as a means of improving their work and IT opportunities. How can you successfully prepare yourself for the long and arduous road to certification? Follow these...
Tag(s): white paper, ITIL, framework, process, training, culture, people, framework and methodologies
Date Published April 29, 2015 - Last Updated April 30, 2015
Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality...
Tag(s): white paper, customer satisfaction, customer service, business of support, process, service quality, best practice, culture
Date Published April 29, 2015 - Last Updated April 30, 2015
In blog posts, presentations, and papers, the technical service and support industry is hearing the same thing: You need to show your business value. The HDI research discussed in this paper sheds light on the ways support centers—at least some of them—are working to show that they are valuable,...
Tag(s): white paper, research, business value
Date Published April 29, 2015 - Last Updated April 29, 2015
No matter how great the IT department is doing behind the scenes, it’s the frontline service desk that everyone sees. Since the service desk is the face of the IT department to the company, that face should have a smile on it, be familiar and helpful, address issues quickly, and keep everyone...
Tag(s): service desk, support center, desktop support, business value, outsourcing, supportworld
Date Published April 23, 2015 - Last Updated May 11, 2016