Teams | Collaboration | Customer Service | Project Management

Have you ever been in a job situation where you have no idea what to do? You look at the others, and they appear to be just as confused as you are, and you realize that no one else has any clue about what they should be doing either. If you run a business, you quickly learn that good communication is paramount and one of the primary keys to maintaining a productive business. Communication affects every single aspect of your workplace, especially when it comes to your place of operations.

ITSM has evolved to meet current challenges by adopting concepts from Agile, DevOps, and Value Stream Mapping (VSM) to become the de facto framework for IT organizations to manage their activities in support of the business. A Service Management Office (SMO) provides a solution to that challenge by creating a central function with the requisite skills and knowledge to assist individual departments with designing, implementing, and improving IT and business processes.

Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian, they seemed outright surprised at the unpopularity of some measures. Could Majorian have used a 360-degree view of his Roman subjects (read: customers)?

A knowledge base is the perfect solution to avoid repetitive customer queries that reach your help desk, deflecting an overwhelming amount of support tickets for your customer service team. By building a knowledge base, your users can solve their own customer support issues, sparing you time and resources to deal with more complex inquiries. A good knowledge base is thoughtfully curated and organized with the audience in mind, allowing easy access to the information stored.

When it comes to customer service, it is no secret that sales chat software has changed the game. From increasing customer experience to driving conversions and improving retention, live chat is a fundamental way to interact and support customers. Customers and support agents have noticed, and there is no better time to implement an effective sales chat software.

The pandemic led to the adoption of more remote and hybrid work options, which has helped unlock a global workforce. While BPO/KPO companies had unprecedented access to global talent, call center employees too had greater work opportunities. The consequence? Outsourcing companies started finding it difficult to control turnover and retain their top talent. According to the 2021ICMI report, the average employee turnover rate in a contact center was 58% year on year.

Knowledge management is the ITIL practice that increases service desk resolution rates, and improves technical skills and everyone’s experience. Done well, a shared knowledge base will help technical teams and end-users. In this sense, knowledge base articles are a great way to build a library that provides valuable insights into how things work. By giving access to these articles, we are spreading resourceful information (a great asset!) across the organization.