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Customer Experience

Optimising 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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Customer Experience

Making your IT Service Level Agreements more flexible
By Hannah Price on September 12, 2017

While Service Level Agreements in ITSM are great for many things, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and...

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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
By Wes Heemskerk on June 20, 2017

So, you’re ready to improve your services. Making a customer journey sounds like a plan, but what’s the goal of customer journey mapping? And once you’ve decided it’s the right approach...

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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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