January 6, 2023
Best Practice Service Management: A step-by-step guide
The step by step guide to implementing Best Practice Service Management. Read about the 5 steps to simplify your processes and improve your services.
January 30, 2020
How to say no: 4 steps for handling service requests
One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?
July 4, 2019
One CX hack your service desk should steal from your sales team
How to improve your Customer Experience without increasing your budget? Here’s one idea you can steal from your sales team.
March 14, 2019
4 tips for a successful digital service catalogue
How do you apply the Agile principle of ‘working software over comprehensive documentation’ to improve your service catalogue? Here are 4 tips for creating a successful digital service catalogue.
February 21, 2019
How a service catalogue helps you increase customer satisfaction
According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about increasing customer satisfaction through your service catalogue?
January 17, 2019
An agile approach to your service catalogue
Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regular update the service catalogue? My advice: an agile service catalogue.
November 29, 2018
Using a baseline measurement to achieve service excellence
Are you planning an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of success.
October 11, 2018
Do you want real feedback? Start looking for angry customers
So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds counter-intuitive, but you get more out of the feedback you receive if you focus on the negative.
July 25, 2017
What is Best Practice Service Management?
Best Practice Service Management is an alternative to ITIL. Simplify your work and your processes, focusing on what your customer really needs.
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July 11, 2019
6 articles on silo-breaking with Enterprise Service Management
Delivering great service requires collaboration between various departments. Enterprise Service Management (ESM). When you adopt an ESM approach, you force yourself to look at your services from your customer’s point of view.
March 31, 2022
Trans Day of Visibility at TOPdesk
Read about TOPdesk’s position and our future plans for better allyship to the trans and gender nonconforming community.
April 30, 2020
Why ESM is key in improving your citizen support
Do you work at a municipality and are you responsible for IT or citizen support? Our expert Wouter explains why your two departments need to join forces.