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...
Delivering a positive customer experience is becoming the most effective way to prove the value of the Service Desk. Here’s three surefire ways to bring customer experience to the fore and ensure your Service Desk remains the first point of call for business customers...
Friday Introducing – Charlie … This week we are pleased to introduce you to Charlie Pusey, Technical Operations Manager at Sunrise. Charlie has been with Sunrise for 10 years and in that time has worked his way up through 4 positions. Charlie started his days at...
Wikipedia defines Customer Experience as ‘the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier’. This relationship is crucial in customer happiness and customer retention and...
