Agile Service Management

There is no script you can follow while transitioning to an agile work environment. There are, however, experts who can help smooth the transition. Steven Happee is one of them. Steven...

Self Service

One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three...

Customer Experience

There's a focus shift in Service Management from numbers to experience . We see this in the growing focus on XLAs and CX and other cool acronyms. It's all about improvements in...

Customer Experience

What do you know about Customer Experience Managers? It's a popular role with companies as a whole, but not typically with Service Desks. What does this role imply? And how can it...

Agile Service Management

Do you have questions about moving to more Agile Service Management, and the implications of doing so? Consultant Bas Blanken - author of our Agile Service Management E-book and several...

Knowledge Management

Knowledge Management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It's important to...

Customer Experience

As probably everyone knows by now, there's been an ever-growing interest in Self-Service and automation the last few years. And that's great! It has a ton of benefits for Service Desk....

Customer Experience

Research shows happy employees lead to happy customers. And happy customers lead to increased revenue. So how do you keep your fellow employees happy?

Human resources

New responsibilities and dozens of new faces at the same time: a first day can be quite overwhelming. As part of the HR team (or another Service Department), you play a big role in...

Customer Experience

Want to exceed your customer’s expectations yet again in 2018? Take one step back. Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce...