We believe people are the greatest asset of any organization. Did you know happy employees also lead to happy customers? That’s where employee experience comes in. Service departments can make all the difference here: from investing in a top-notch onboarding experience to offering a self-service portal and plotting an employee journey – it all starts with employees.
Social safety at work: why does it matter?
Social safety at work is essential to success on all levels. TOPdesk speaks with the Sexmatters foundation about why this topic is more urgent than ever.Read more
July 21, 2022
ITSM trends: what is employee experience?
Employee experience has been all the rage in business for a while now. But what is employee experience? And why should service departments care?
July 11, 2022
5 System Administrators who Became Superheroes 🦸
Join us in celebrating SysAdmin Day 2022 with our SysAdmin Hero giveaway! Nominate your hero with your personal story of thanks.
July 7, 2022
What IT departments can learn from B2C organizations
IT departments have nothing to do with B2C, right? Wrong. Find out what IT departments can learn from B2C organizations in this blog.
June 9, 2022
5 steps to improve your employee experience for happier customers
Data shows there’s an undeniable link between employee experience and customer experience. Find out how to keep employees engaged for happier customers in this blog.
April 21, 2022
Self-service – some common questions answered
Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.
April 1, 2021
Digital self-service at your service desk
How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.
November 5, 2020
An example of a simple customer journey map
Ready to start customer journey mapping? Find out what happens when Oliver requests a laptop from your IT department with our simple customer journey map!
September 24, 2020
3 tips for going beyond the perfect digital user experience
How does your organization stand out from the crowd now that digitalization is the new normal? Thought leader Steven van Belleghem reveals his three tips!
August 13, 2020
Employee engagement and customer experience: a perfect match
Digitalization is no longer a novelty. Nancy Rademaker reveals why employee engagement and customer experience go hand in hand with digital transformation.
April 9, 2020
Defining and mapping customer journey touch points
Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.
February 20, 2020
10 methods of obtaining customer feedback
Want to know how your customers really feel about your services? Ask them! Use these 10 methods of obtaining customer feedback to find out.
January 30, 2020
How to say no: 4 steps for handling service requests
One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?
August 29, 2019
4 customer satisfaction KPIs for your service desk
Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.
August 1, 2019
What does Shift Left mean for ITSM?
The basic idea behind shift left is simple: IT brings solutions they provide closer to the customer. These are the five core benefits of Shifting Left.
July 4, 2019
One CX hack your service desk should steal from your sales team
How to improve your Customer Experience without increasing your budget? Here’s one idea you can steal from your sales team.
June 13, 2019
Using Cialdini’s 7 principles on your self service portal
How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.
March 21, 2019
7 inspiring articles on how to improve your CX
Everybody wants to design great experiences for their customers. But how do you do that? To give you some inspiration, I’m sharing some of my favorite articles on designing great Customer Experience.
March 14, 2019
4 tips for a successful digital service catalogue
How do you apply the Agile principle of ‘working software over comprehensive documentation’ to improve your service catalogue? Here are 4 tips for creating a successful digital service catalogue.
March 12, 2019
10 steps to map a customer journey for your service desk
Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.
March 7, 2019
Self-service stress at Dr Seuss’ service desk
After a self-service implementation, it’s never easy getting your customers to use your self-service features. Sometimes it’s even harder than getting people to try green eggs and ham. Welcome to Dr Seuss’ service desk.
You might also be interested in
May 24, 2022
5 stressful moments that anyone working in IT will recognize
Working at the service desk is fun and rewarding... well, most of the time. Here are 5 things that will…
September 15, 2022
What can chatbots do for your service desk?
Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn more? Frank Smit, Chief Innovation Officer at our partner OBI4wan, explains what chatbots are and which processes you can (and cannot) utilize them for.
April 15, 2021
Knowledge Management best practices
Stop reinventing the wheel with every call: use the collective knowledge of the service desk to solve calls with knowledge management best practices.