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Customer Experience

What is Workforce Enablement?
By Sumit De on April 12, 2018

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

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Human resources

10 tips for more creative employee onboarding
By Marleen de Vries on April 5, 2018

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...

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Customer Experience

Improving your Service Desk Customer Experience in 2018
By Sumit De on March 28, 2018

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...

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Knowledge Management

The changing roles and responsibilities of the Knowledge Manager
By Hannah Price on March 22, 2018

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

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Knowledge Management

Creating a better Knowledge Base experience (Infographic)
By Hannah Price on March 14, 2018

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

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Metrics

Service Desk KPIs, what are they and what are they not? Some examples.
By Sarah Bilton on March 13, 2018

So, you want to set some targets for your department. But where do you start? You’ve done some research and everybody who is anybody seems to be saying that KPIs are the way to go. But...

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Processes

Save costs on your supplier contracts? Do these 3 things.
By Yannick van Welzen on March 8, 2018

I recently visited the IT department of an educational institution to advise them about their contract management. Three months later they’d saved one million euros for the coming two...

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Agile Service Management

This is how your IT department reacts to an agile transition
By Bas Blanken on March 1, 2018

Introducing an agile way of working means a culture shift at your IT department. Some embrace the change, others might not be so eager to change the way they work. What reactions can you...

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Human resources

Creating an onboarding workflow in 2 hours
By Nienke Best on February 22, 2018

Are you looking to improve your onboarding process? In this post, I’ll explain how to work together to set up an onboarding workflow in just two hours.

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Processes

How to better include your end-users in Change Management processes
By William Bolton on February 15, 2018

Change processes sometimes get a bit too overly complicated. And what tends to happen when you get too into the processes is you forget to involve your stakeholders enough. So what can...

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