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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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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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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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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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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As an organization, you want to go one step further and exceeding your customers’ expectations. With a Service Excellence approach, you can make that difference. But how does that work?...
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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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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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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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