Head of Consultancy
Sumit has extensive experience in the field of service management. As transformation expert and public speaker, he flies all over the world. Sumit’s goal is guiding organizations to achieve service excellence by connecting people and technology, empowering them to work better together. He currently works as Head of Consultancy at TOPdesk UK.
April 1, 2021
Implementing digital self-service at your service desk
How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.
August 29, 2019
4 customer satisfaction KPIs for your service desk
Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.
July 12, 2018
Incident Management KPIs: a guide to better reporting
You want to meet your incident management targets, we all do. But what incident management KPIs should you focus on? And what targets should you aim for?
June 28, 2018
Setting Help Desk Customer Experience KPIs that matter
When you’re tracking customer experience, simplicity is key. These are the most important customer experience KPIs to keep an eye on.
June 14, 2018
How to successfully promote your Self-Service Portal
You’re about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve customer experience and lower costs at the same time. However, for that to happen it’s obviously important that your customers use it. Communicate the ease of a self-service.
April 12, 2018
What is Workforce Enablement and how does it work?
Since everyone now works on the go – using their own apps and devices – one approach is to ask how you can best enable them to keep doing that.
November 29, 2017
6 ways to improve your Service Desk customer service
Customer experience is increasingly important to the modern service desk. Luckily, there’re many ways to make sure that you meet your customer’s demands.
October 13, 2017
4 steps to a more user-friendly Self-Service Portal
One of the most common questions we get is how to ensure users actually use the SSP. A part of the answer is having a portal that users want to use.
October 3, 2017
4 steps to better IT Customer Satisfaction Surveys
You want to measure your Customer Satisfaction and you make a survey, but the results aren’t coming in. Consider if your survey is user friendly enough.
January 10, 2017
10 tips to improve your IT desk’s customer service reporting
Our top tips for how to gather customer feedback, so that you can learn more about how much your customers love IT! After reading this blog you can get started with customer service reporting.
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July 7, 2022
What IT departments can learn from B2C organizations
IT departments have nothing to do with B2C, right? Wrong. Find out what IT departments can learn from B2C organizations in this blog.
August 25, 2022
The 5 biggest BYOD cybersecurity risks
The rise of remote working means more and more people are opting to use their personal laptops, phones, and tablets for work. For employees, this means more freedom and flexibility. But for IT departments, BYOD (bring your own device) can easily turn into a cybersecurity nightmare.