Today’s service desk technologies and reporting systems are advancing at a rapid pace. They capture enormous amounts of data,…
Customer Experience
Tag Archive: #IT Operations
Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there…
Customer Experience
When you set all other considerations aside and look at your service desk from the customer’s point of view,…
Customer Experience
Call center shrinkage refers to the time for which agents are paid to answer calls and serve customers versus…
Customer Experience
I have noted on several occasions that the service desk’s two major goals are: (a) maintaining or improving customer…
Customer Experience
I often get the question, what is the difference between a Key Performance Indicator (KPI) and a metric? Or,…
Digital Marketing
With many technological advancements in the service support industry regarding analytics and metrics, help desk managers can now monitor,…
Customer Experience
With the onset of the digital era, our lives have been transformed, and will continue to be for the…
Business Innovation