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Customer Experience

32 posts include this topic
 

I recently attended a networking event for IT professionals during which one of the speakers discussed “How to Market IT Internally and Externally.” The presentation’s core message was that every interaction with...
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You’ve probably heard by now that IT self-service portals are all the rage. But is it all just a fad or is self-service the direction that every IT service desk needs to...
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With so many IT help desks struggling with too much work and not enough resources, it’s no wonder why help desk managers are constantly on the lookout for ways to relieve the...
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Is there a point where you should no longer invest in being “faster, better, cheaper”? At what point should you focus more on innovation and experimentation and less on continual improvement? Make...
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Sometimes you need to take the time to step back to see where your IT service desk could do better. Including where it sometimes manages to make issues for itself that just...
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The request fulfillment process is an important one for the IT service desk, but I often find that it gets forgotten about, or at least left at the bottom of the pile...
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Service management has always been about providing business value and outcomes. But now, providing business value and outcomes are not enough.  An “X factor” has emerged.  What is this “X factor”? The...
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IT self-service continues to be an in-vogue capability for overstretched IT support organizations and a key IT service management (ITSM) area of interest. But how much difference will the introduction of self-service...
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It’s not uncommon for an organization to be missing a problem management team (or suitable resource), yet the ITIL-espoused problem management capability is arguably one of the most important IT service management...
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How often are we so engrossed in what we’re doing to consider the impact (of what we do or don’t do) on the people we are serving? Or, put another way, how...
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I’ve now been back from the Service Desk Institute (SDI) 2018 conference (SDI18) for nearly two weeks and I still can’t believe what a whirlwind of IT service management (ITSM) and service...
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Customer experience is becoming increasingly important to corporate IT departments and the people they serve. For those who provide workplace IT, customer, or end-user, experiences need to improve in order to match...
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As an organization begins to engage with a consultant regarding ITSM implementation, the conversation typically turns to the topic of “how can we be assured of success?” What is the consultant’s standard...
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The thing called “customer experience” is becoming increasingly relevant, and important, to corporate IT departments – with employees bringing their consumer-world, personal-life, experiences and expectations into the workplace. But what is customer...
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The ITIL Practitioner Guiding Principles aren’t just for management. Here are some examples of how service desk agents can use them too. I often talk to people about the ITIL Practitioner’s Nine...
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I think that we’re going to see many of this year’s trends continuing into 2018, and that they’re going to lead to a surprising conclusion. IT will stop being viewed as a...
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We have long left the era of traditional IT help desk or service desk models, where break-fix or incident management reigns. These no longer meet the expectations of the consumers and citizens...
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The world is changing around us. Technology is changing both our personal and work lives – from what we know and what we can do, to influencing our expectations of products and...
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“Walk-up” is perhaps the oldest of IT support channels. In the late 1980s, if you had an IT issue you’d probably need to track down someone who could help. You could call...
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Call it human nature, politeness, or political correctness. Maybe it's just easier, but we humans, generally speaking, are kind when dealing with people. When the waiter asks how the meal was, we...
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One of the biggest problems we have to deal with in IT service management (ITSM) strikes whenever we fail to meet the expectations of our customers and users. No matter how good...
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“Customer experience” you say. What the heck is that? If this sounds like you, don’t worry, you’ve come to the right place. You see we’re big evangelists of the customer experience and believe...
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Why do we IT service management (ITSM) people have trouble understanding and predicting how our customers and other colleagues in the business will behave? Really understanding the customer’s perspective requires more than...
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Great IT services create value for customers, with a focus on customer experience and customer satisfaction. Organizations that deliver IT services must manage a balance of people, processes, and technology. When it...
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Customer satisfaction isn’t only about the quality of the service you deliver, it’s just as much about how well you set and then meet customer’s expectations. The most important thing to get...
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Sadly, many IT departments don’t see the importance of delivering great customer service to their end users. After all, it’s not as though the end users can leave them for another support...
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“The customer is always right,” right? Whether that old adage is true is irrelevant.  But there is another saying that should be plastered on the walls of every IT help desk: The...
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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...
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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...
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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...
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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...
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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...
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