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Customer Experience

Improving your Service Desk's end-user communication
By Sumit De on September 1, 2017

To provide good service as a Service Department, you have to understand your Customers. If not, it's almost impossible to deliver services that are optimised to the needs of your...

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Customer Experience

The 4 pillars of better Service Desk performance
By George Cox on August 30, 2017

What's the key to improved Service Desk performance? We think it ultimately boils down to the same things that drive success in any organisation. And if that's the case, why not take a...

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Customer Experience

4 Steps to improve the image of your Service Department
By Sumit De on July 14, 2017

One thing we hear a lot as consultants is the following: the only time that a customer or colleague will contact the service desk is when something is wrong and this in turn leads to...

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Customer Experience

Mapping Customer Journeys for a better Service Desk user experience
By Wes Heemskerk on July 4, 2017

You have a look at your customer satisfaction figures and it turns out there's room for improvement. But where to start? Your first step: mapping a stand-out customer journey.

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Customer Experience

4 steps to a Customer-focused Service Desk culture
By Hannah Price on June 27, 2017

Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your customers and colleagues. A big part of Customer Centricity is...

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Customer Experience

10 steps to map a customer journey for your service desk - part 1
By Wes Heemskerk on June 20, 2017

Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.

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Customer Experience

What does Shift Left mean for ITSM?
By Hannah Price on May 2, 2017

Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left the trend?...

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Customer Experience

6 ways to get continuous customer feedback
By Wes Heemskerk on April 25, 2017

You may have already made it pretty easy for your customers to provide feedback. You have set up a system so that after resolving a call or answering a question, your customer can...

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Customer Experience

5 ways how to improve your IT department's image
By Ron van Haasteren on April 20, 2017

Much of what IT departments do is invisible. Your colleagues come to work in the morning and use many of your services within the first half hour without even thinking of you. It's a...

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Customer Experience

How to handle Social Media as a Service Tool
By Jan Dijkshoorn on March 7, 2017

The rise of social media has become more visible in recent years, also in the business world. Company forums like Yammer or instant messenger are part of the standard communication...

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