Roy Atkinson interviewed Greg Sanker to discuss the current state of service management and how change management can serve business.
Tag(s): supportworld, service management, ITSM, change management
Date Published October 10, 2018 - Last Updated December 13, 2018
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Tag(s): supportworld, customer experience, customer satisfaction, team building, teamwork, workforce enablement, workforce enablement
Date Published October 9, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated December 13, 2018
If you want to improve the customer experience, look beyond the confines of the IT box and understand how your business delivers service and achieves it business objectives.
Tag(s): supportworld, technical support, customer experience
Date Published October 3, 2018 - Last Updated December 13, 2018
Delivering a positive customer experience is much more than simply fixing the problem. It depends on every interaction and action throughout the process.
Tag(s): supportworld, customer service, customer experience, customer satisfaction
Date Published October 2, 2018 - Last Updated December 13, 2018
Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Tag(s): supportworld, knowledge management, automation, support center
Date Published September 27, 2018 - Last Updated December 13, 2018
Coaches don’t fail because they don’t understand the business. They fail because they don’t understand and empower the people who work for them.
Tag(s): supportworld, workforce enablement, workforce enablement, training, leadership
Date Published September 26, 2018 - Last Updated December 13, 2018
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Tag(s): supportworld, metrics and measurements, support center, performance management
Date Published September 25, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
Date Published September 19, 2018 - Last Updated December 13, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
Date Published September 18, 2018 - Last Updated February 11, 2019