Many businesses have realized the importance of having solid communication channels with their consumers in a more digitally dependent world. Even before the COVID-19 pandemic, there was a significant shift in companies providing most of their products and services over web technologies. E-commerce was on a steep incline. The rates of digital adoption, internet speed and access nationally, and technology growth are still high.
Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.
As CX speaker Zig Ziglar once said: “If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.” When you consider that just a 5% increase in customer retention can boost your profits by as much as 95%, the rewards for gaining and maintaining customer trust are massive. A few extra seconds of effort is all it takes to make a customer’s day.
2001: A Space Odyssey is a cult classic; the quintessential "evil robot takes over" science-fiction tale featuring a soft-spoken killer robot with the neighbourly name of HAL. Arthur C. Clarke, who wrote the story the 1968 movie was based on, went through several creative bot names before deciding on HAL (Heuristically programmed ALgorithmic computer). He toyed with Autonomous Mobile Explorer-5, Socrates, and Athena.
A configuration management database or CMDB can be a game changer in terms of service delivery. Done well, a CMDB benefits incident resolution, speeds up request fulfillment and makes change assessment safer. Implementing a CMDB is a significant task and it’s something that many IT departments struggle with. It’s very easy to make things complicated or difficult to maintain.
There's a lot that goes into creating an IT service catalog. And as much planning and research as you can do, you can still end up making some beginner service catalog mistakes. But one of the worst things about these mistakes is that you can be knee-deep in them before you even know their full effect on your processes. In this article, we’ll tell you what things you have to avoid when designing your service catalog.
2 years into the pandemic, the business landscape has changed with the speed of light. While 74% of professionals expect remote work to become standard, managing a distributed workforce has its unique challenges. Overseeing disjointed teams and handling resource crunch has led to fragmented data, frustrated agents, and poor customer experience. This has made companies ask themselves whether they are ready for the future of work?
Anyone who works in business development knows that it can be a tough job to explain. If someone asks you what you do for a living and you say, “Business development,” you’re usually met with a quizzical look. So if you don’t have a thorough grasp on what business development is, don’t worry—you’re not alone. The best way to understand business development is to break it into clear pieces. That’s what we’re here to do.
Many IT professionals are familiar with the popular metrics and measures of IT operational success. Such metrics as Customer Satisfaction, Average Handle Time and First Contact Resolution are typically memorized by service desk managers and stored for quick reference during planning and other types of meetings. But how do we measure the effectiveness of the processes that support those teams?
