Employee Experience

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.

Digital self-service

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.

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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!

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Digital user experience

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!

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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.

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The customer journey

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.

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Customer experience

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.

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Adjusting to the customers needs

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?

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Practical use of VeriSM

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.

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Getting on the right track with Shift Left

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.

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Service Desk Employee

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.

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Self Service Promotion tool on display

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.

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Customer experience at service desk

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.

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Creating a digital service catalogue

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.

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The customer journey

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.

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Self-service stress at Dr Seuss’ service desk

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.

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Creating customer satisfaction

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?

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Agile in an office environment

An agile approach to your service catalogue

Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regular update the service catalogue? My advice: an agile service catalogue.

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Merging service desks

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.

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A traditional service catalogue

What is a service catalogue?

In this video series, we explain an ITSM concept in about 60 seconds. This week: the service catalogue. What is it? And how does it help you do your work better?

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A flexible office space

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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Service Desk Bingo card

Service Desk Bingo: How many squares can you cross off?

We’ve designed a Service Desk Bingo card that contains a number of common scenarios. How quickly can your team chalk up a full house?

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Happy employees at service desk

The secret to happy service desk employees

Disgruntled employees complain about their colleagues being unhelpful and many other things. Happy service desk employees do exist. So, what’s the secret?

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Shared Services Manager

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.

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