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Customer Experience

What does customer experience mean to the service desk?
By Nancy Van Elsacker Louisnord on May 11, 2018

There'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...

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Customer Experience

3 steps to better Customer Experience Management at the Service Desk
By Iris de Vroome on May 2, 2018

What 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...

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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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Customer Experience

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
By Sumit De on March 28, 2018

Want to exceed your customer’s expectations? Take one step back. Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce Enablement.

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Customer Experience

3 reasons for a better employee onboarding process
By Martijn Poll on February 1, 2018

Imagine it’s your first day at your new job. You don’t know where to go and hope everything is ready for you. Well, the problem is - in many organisations, everything isn't ready. And...

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Customer Experience

The importance of continuous communication with Service Desk users
By Benno Richters on December 14, 2017

How 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...

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Customer Experience

6 ways to improve your Service Desk customer service
By Sumit De on November 29, 2017

Customer 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....

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Customer Experience

How Customer Centric is your Service Delivery?
By Sam Norman on November 23, 2017

Aiming 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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Customer Experience

Optimizing the customer journey for your service desk
By Wes Heemskerk on September 26, 2017

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of...

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