Employee experience is the new business rage, so it seems. Earlier this year, Forbes proclaimed 2018 to be the year of Employee Experience, and you see it popping up in shows and events...
Continue ReadingEmployee experience is the new business rage, so it seems. Earlier this year, Forbes proclaimed 2018 to be the year of Employee Experience, and you see it popping up in shows and events...
Continue ReadingIf you’re trying to increase your customer satisfaction score, or even improve the image of your IT department, have you considered mapping your customer journeys?
Continue ReadingExperience Level Agreements isn’t just another trending service concept with a cool acronym. It is something we really should be taking into consideration if we want to understand if we...
Continue ReadingThere'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...
Continue ReadingWhat 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...
Continue ReadingResearch shows happy employees lead to happy customers. And happy customers lead to increased revenue. So how do you keep your fellow employees happy?
Continue ReadingWant 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...
Continue ReadingHow often do you communicate to your Service Desk users? Most likely at the close of a call or when there is a major update. But what about smaller updates? Do you keep your customers in...
Continue ReadingCustomer experience is increasingly important to the modern service desk. Luckily, there are a lot of ways to make sure that your service delivery always meets your customer's demands....
Continue ReadingAiming for a more customer-centric service delivery is one thing, but it's not always easy to know where you are in the process. Recognising naturally-occurring improvement is...
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