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
You have a successful support organization. Your contact center receives a high volume of calls each month. You’ve considered, tested, and/or offered other instant communication channels (email support, live chat, maybe even video chat). Your metrics look good: the service desk is efficient, and...
Tag(s): customer experience
Date Published - Last Updated February 26, 2016
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Tag(s): workforce enablement, incentives, supportworld
Date Published - Last Updated February 26, 2016
Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement
Date Published - Last Updated February 25, 2016
Many companies rely on their service management organizations (SMOs) to manage customer requests for products and services. A well-managed SMO understands its clients and works with them to create a quality customer experience. Through the implementation of a customer quality environment (CQE),...
Tag(s): customer experience, customer service, customer satisfaction
Date Published - Last Updated February 26, 2016
For companies large and small, achieving high customer satisfaction is a challenge. One common obstacle involves revamping normal business operations and implementing change that improves the quality of the customer experience. However, by implementing an upside-down strategy where the customer...
Tag(s): customer experience, customer service
Date Published - Last Updated February 26, 2016
When a major component of your team’s job is handling calls from some of the most high-profile customers in the world, how can your company ensure its employees keep up with a constantly changing information landscape and the nonstop needs of its customers?
Tag(s): staffing, workforce enablement, incentives, training, case study
Date Published - Last Updated February 26, 2016
Today’s multichannel contact centers are anything but simple. According to ICMI, almost 86 percent of today’s contact centers are multichannel. While voice is still predominant, one channel is no longer enough. Consumers want to engage with technical support and customer service through multiple...
Tag(s): self-service, support models, support industry
Date Published - Last Updated February 26, 2016
Implementing mobile customer service is like training for a marathon. You can’t expect to sprint to the finish without first laying a little groundwork. Just as a marathon training plan sets you up for success long after the race is over, a mobile strategy provides benefits that extend far...
Tag(s): customer service, future of support, mobile device support
Date Published - Last Updated February 25, 2016