When it comes to customer service, it really is only as good as the customer says it is. But what do you do when your customers think your service is great, but you know it could be a whole lot better? Think Lean! We did, and we were able to reduce our abandoned call rate from 28 percent to 9...
Tag(s): people, customer service, process, framework and methodologies
Date Published May 23, 2012 - Last Updated May 11, 2016
When Apple announced the launch of the Apple Stores in 2001, it was met with widespread skepticism. There was concern over the impact the stores would have on Apple’s existing retail channels, the fact that Apple had no experience in retail, and that the mere existence of retail stores would do...
Tag(s): process, business of support, people, customer service
Date Published May 22, 2012 - Last Updated May 11, 2016
As organizations multisource their IT services, push services to the cloud, and consolidate services into enterprise-shared services to reduce costs, their success increasingly depends on relationship management rather than the deep systems expertise that has traditionally been their core...
Tag(s): process, business of support, customer service, practices and processes
Date Published May 22, 2012 - Last Updated May 11, 2016
Customers and service providers sometimes have different opinions of what value is. Getting the right mix of benefits, features, quality, guarantees, and costs is paramount to happy customers and a good night’s sleep. Let’s call this right mix “the zone.” You want to be in the zone at all times....
Tag(s): customer service, metrics and measurements, process
Date Published May 22, 2012 - Last Updated May 11, 2016
Tag(s): desktop support, future of support, best practice, business of support, business value, change management, collaboration, compliance, escalation, asset management, remote support tools, technical support, technical support as a business, trends
Date Published - Last Updated March 10, 2021
While demand for specific positions does vary, the truth is that every IT worker plays a key role in supporting the long term plans of a business. And at a time when many owners are just as happy sustaining business growth as they are increasing it, holding on to this talent should be a top...
Tag(s): white paper, workforce enablement, people, culture, human resources, professional development, practices and processes
Date Published - Last Updated January 14, 2016
A comprehensive list of Workforce Enablement information and tools.
Tag(s): workforce enablement, leadership, staffing, incentives, job descriptions, monitoring, motivation, salary, business continuity, business continuity planning, coaching, communications skills, culture, diversity, employee engagement, employee satisfaction, ethics, human resources, insourcing, outsourcing, people, performance management, relationship, rightsourcing, scheduling, sourcing, teamwork, virtual work
Date Published - Last Updated March 10, 2021
Most IT departments can tell you how much they spend on support, but few can quantify the economic impact of support. The result is that many technical service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle to get the funding needed to...
Tag(s): business of support, business value, costs, cost models, industry
Date Published - Last Updated April 29, 2015
Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value
Date Published - Last Updated March 10, 2021
While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...
Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value
Date Published - Last Updated April 19, 2017