Pointing customers towards a Self-Service option can result in a speedy service and satisfied customer, but breaching a tipping point will result in chaos for customers. Efforts to automate customer support mean that many Service Desks have made the process of gaining...
Service Desks professionals versed in the principles of DevOps will soon find themselves in demand as the previously-IT centric strategy becomes a mainstream tool designed to deliver effective business technology. Analyst Gartner says that by next year, 25 per cent of...
Friday Introducing Tom … This week we are pleased to introduce you to Tom Weston, founder and owner of Sunrise Software. Prior to founding Sunrise, Tom was a qualified accountant specialising in theatre audits and looking after actors, musicians and authors – and on...
Service Desks and call centres perform a very similar role – responding to and fixing customer-related problems. So what is the number one lesson Service Desks can take from contact centres about delivering a positive customer experience? The volume of calls handled...
CIOs now spend more time with stakeholders and other business leaders than managing the IT department to ensure that technology is being deployed effectively. Industry analyst Gartner says that IT chiefs must work closely with the business to ensure the value of...
Friday Introducing – Marc … This week we bring you Marc Lawton. Marc, who is based in Sheffield, is a Sunrise Business Development Manager and with over 14 years’ experience in Service Management there isn’t much that Marc hasn’t come across over the years. Marc...
Service Desks can counter the threat of “DIY” online support options by offering a faster, more effective service to customers. Research from Aspect has found that 61 per cent of people seeking technical support look online as their first port of call. Yet the same...
Businesses need to take bold actions, altering their business models and processes to suit the needs of an increasingly tech-savvy workforce. A report from Gartner says that to accommodate current and future working practices, 70 per cent of business models will be...
Implementing a successful Self-Service portal takes time – both from you and your customers, so ensuring its success long term is key. Once you have implemented Self-Service to your customers, it is crucial to measure your success and take the opportunity to publish...
