There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, quality management, metrics and measurements
Date Published January 5, 2021 - Last Updated January 14, 2021
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
Date Published January 4, 2021 - Last Updated December 23, 2020
The savings service desks see from preventing tickets go beyond direct support costs.
Tag(s): supportworld, metrics and measurements, costs, business value, service desk
Date Published December 30, 2020 - Last Updated January 20, 2023
Jeff Rumburg tackles one of the most widely tracked metrics in the technical support industry, Average Speed of Answer.
Tag(s): supportworld, metrics and measurements, cost per ticket, service desk
Date Published December 29, 2020 - Last Updated January 20, 2023
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
Date Published December 28, 2020 - Last Updated December 14, 2020
The value of a good problem management practice is more than just identifying and resolving causes of incidents.
Tag(s): supportworld, service management, problem management, ITIL
Date Published December 27, 2020 - Last Updated December 16, 2020
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
Date Published December 26, 2020 - Last Updated December 14, 2020
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
Date Published December 23, 2020 - Last Updated December 14, 2020
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
Date Published December 22, 2020 - Last Updated December 14, 2020
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
Date Published December 21, 2020 - Last Updated December 14, 2020