Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will introduce attendees to the coaching feedback loop, which includes preplanning events as well as the ever-important one-on-one coaching session. She'll...
Tag(s): webinars, customer experience, customer service, customer-service-week
Date Published - Last Updated August 19, 2015
You aren't defined by your job, but rather by how you do your job. When you master customer service skills, you develop transferrable skills—leadership, emotional intelligence, relationship building, resourcefulness, problem solving, and more—that will serve you well in any...
Tag(s): webinars, customer service, customer-service-week, customer experience
Date Published - Last Updated September 24, 2015
Jason Young presents his innovative perspective on creating and sustaining a high-performance workplace where people can do their best work. Based on his recent book, The Culturetopia Effect, Jason will explain how leadership defines organizational values,...
Tag(s): people, culture, employee satisfaction, employee engagement
Date Published - Last Updated December 30, 2014
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod
Date Published - Last Updated February 25, 2016
In the business world, we’re often required to decide between products or services we don’t know much about; this is especially true when it comes to new, cutting-edge technology and trends. We’re much more susceptible to hype when we’re in unfamiliar territory and have no prior experience. This...
Tag(s): business value, research
Date Published - Last Updated February 25, 2016
Total contact ownership is a mark of business maturity for technical service and support organizations. It takes the best practices of ITSM and strengthens them with customer service resolve. TCO has always depended on the “one team, customer first” approach, as it requires the assignment groups...
Tag(s): customer experience, customer satisfaction, customer service, ITSM, practices and processes
Date Published - Last Updated July 19, 2018
The failure to provide professional and courteous service drives customers away. Some companies, however, get it right, going above and beyond to help their customers. Not only is this the right thing to do, it also increases revenue and customer loyalty. The bottom line is that satisfying...
Tag(s): customer service, customer satisfaction, customer experience
Date Published - Last Updated February 25, 2016
To truly understand customer expectations and perceptions (internal and external), and deliver services that not only add value and increase satisfaction but also satisfy the business’s needs and help it reach its goals, IT must go beyond the customer satisfaction survey. The ultimate goal...
Tag(s): customer satisfaction, customer survey tools, supportworld
Date Published - Last Updated February 26, 2016
What are we talking about when we talk about the customer experience? Are we really just talking about customer service? If you’re service-centric, you probably look to service-centric metrics to define the customer experience, metrics like first call resolution, customer satisfaction, and...
Tag(s): customer experience, supportworld
Date Published - Last Updated February 26, 2016
ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Tag(s): ITSM, IT service management, customer experience, supportworld
Date Published - Last Updated February 26, 2016