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.
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!
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.
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.
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?
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.
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.
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.
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.
How a service catalogue helps you increase customer satisfaction
According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about increasing customer satisfaction through your service catalogue?
This should be your #1 priority when merging service desks
Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key is drafting a service catalogue together. Here’s why.
Omotenashi: 3 Japanese lessons for service desks
Omotenashi comes down to three core values: anticipate the customer needs, attention to detail and genuinely appreciate that the customer came to you. Try to incorporate each of the three core values of Omotenashi into the service delivery of your service desk.
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What the perfect shared services manager looks like
What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.