Published: 17 August 2016
World-class customer experience is critical to any business. Meet the customers’ demands and you are likely to retain them. Fail to do so and you may lose them to competitors.
Published: 02 August 2016
Summertime is here, but there is no sign of a vacation for the IT industry as it continues to develop and cultivate business success. Increased emphasis on customer experience and advances in ITAM and ITSM integration have been the biggest trends of 2016 so far. Read the latest from the industry in our ITSM digest.
Published: 25 July 2016
How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that doesn’t always have a clear cut answer.
Published: 04 July 2016
Service delivery should be seamless, right? But things don’t always work that way. For this reason, we need to talk about customer feedback — and why the industry often fails to get it right. Perhaps more importantly, however, we need to talk about how you can ace this aspect of service delivery, first time.
Published: 15 June 2016
Tired of low response times and resolution rates, poor communication and service interruptions? There’s no need to get too worked up over it. While it is true that these aspects can be frustrating to an organization, inspiration can be found via four companies who conquered inefficiency and dissatisfaction.