January 28, 2020

Quality > Speed When It Comes to Support

Today’s enterprise service management (ESM) solutions provide little visibility into the quality component of a service experience. It’s possible to track basic metrics, like cycle time and the number of issues open and closed. But was it good or bad to have more issues open this week versus last? Do fewer issues mean the users […]

January 21, 2020

How to Prevent Employees from Circumventing the Support Process

Organizations have made painstaking efforts to create complex and expensive help desk and ticketing solutions to enable the support process. This includes IT, engineering, and HR support, among others. Unfortunately, the support process is continually circumvented by employees because it requires too many steps and/or creates too much friction. Friction Point 1: Reporting the Issue […]

November 12, 2019

How to Improve Productivity When the 4-day Work Week Doesn’t Work

Productivity is a hot topic in the workplace these days. Microsoft’s notable attempt at a four-day work week increased productivity by nearly 40% in their Japan offices. In this case, productivity was measured by sales per employee. Microsoft has also experimented with decreased meeting times by encouraging employees to keep meetings to a minimum and […]

September 29, 2019

Your Secret Weapon for Improving Employee Engagement

When employees at your company have questions about payroll, benefits, policies, or anything HR-related, do they know who to ask? Can they find answers quickly? Many are left to battle a big call center infrastructure, wondering if they’ll ever find the right person to answer their question. Making matters worse, employees often circumvent the call […]

September 4, 2019

Problem-Solving Is Wasting Your Employees’ Time (Survey Results)

A recent survey of more than 30 large organizations reveals that employees spend an average of 3 hours per week solving work-related issues that could easily be solved if they had access to the proper support. Management consulting firm Trenegy Incorporated conducted the study across a variety of industries, including healthcare, energy, manufacturing, distribution, and […]

August 16, 2019

The Help Desk Is Dead

Traditional ticketing systems are among the most lamented in large organizations. They’ve grown to be unwieldy burdens that add to the problems they’re designed to solve. Why? Rework – Tiered help desk solutions aren’t designed to solve problems upon first contact. Delays – It can take a long time to get connected to the right […]

June 25, 2019

Companies Getting the Customer Experience Right

Most companies offer some level of customer service, but few deliver an unmatched customer experience. Customer service often includes a wait-for-the-customer-to-come-to-you approach—aka the bare minimum required to get by. Customer experience, on the other hand, is what keeps people coming back. Glasses retailer Warby Parker saw a gap in the eyewear industry, came up with […]

May 7, 2019

The Paradox of Slow Customer Support in the Age of Instant Connection

The thought of instant support at the touch of a button once seemed quite futuristic. Remember waiting for the internet to load, or waiting three days to get pictures developed? That was well and good until technology advanced such that waiting is no longer the norm. Now, we can snap and send a picture in […]

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