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The less complaints from customers, the better, right? Well, not exactly. When it comes to customer service many companies believe that receiving fewer complaints means their customers are indeed happy. However, research proves that...
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We're very excited – because SysAid has further upped its commitment to exceptional customer service. We've made some structural changes to enhance the way in which we deliver support – splitting general customer support...
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Quick word association. I say “Customer Service” and you say.... No wait time High 1st call resolution Rapid issue resolution and service delivery Friendly, knowledgeable support staff All good stuff, to be sure. But...
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Many people define KPIs for their IT service management processes by looking in books (such as ITIL Service Operation) or by copying metrics that other organizations use. This is rarely going to give good...
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We're celebrating our successes of 2014 with the initiative "The IT Log," a video collaboration challenging IT professionals to show the world what they really do. The IT Log invites all IT pros (or...
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Your Chief Financial Officer (CFO) is responsible for the financial health and prosperity of the company. In very simple terms, the future of the company depends on more income and outgoings. These days IT...
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There is currently a lot of good industry guidance and advice around how IT organizations need to get out and engage with their customers. This is essential in order to develop a positive and...
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Paraskavedekatriaphobia is the scientific term for a morbid, irrational fear of Friday the 13th. Chances are you’re not afflicted with this particular phobia, but with next Friday being June 13th, you may just have...
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Though many leading economists across the globe agree that the economy is indeed recovering, albeit slowly, many business owners may still feel otherwise. In fact, companies across all verticals are tightening their belts as...
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If you’ve ever attended one of our courses, then you must have heard the term Let SysAid Work For You. This might sound like a slogan we use in order to sell SysAid, but...
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Service. For such a simple word it sure can mean a lot of different things to different people. For sports fans a good service is a critical part of tennis success. For the religious,...
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I have been working with a customer who wants to improve their service transition processes, and I came across a situation which I’ve seen too often in the past. The configuration manager was working...
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Seems like everybody's talking about Service Level Agreements these days. What's the big deal? Can't we just deliver good service, and not waste all this time with Service Level Agreements? Not if you want...
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Last week we attended the Service Desk and IT Support Show (SITS) in London, and by far the best thing about the entire event was getting to catch up with so many of our...
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Well I’m finally back in the real world after the whirlwind experience that was the Service Desk and IT Support Show in London (SITS14) last week in London. Whilst it wasn’t the first time...
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Did you know that the recruitment of skilled labor in specialized areas like information technology has become highly competitive? According to a recent CareerBuilder study, IT is one of the fastest-growing and highest-paying jobs...
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My customers ask me this question all the time – what is SysAid’s SLA? Up until recently my answer was always, “We don't have an official SLA but we strive to reply within 24...
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