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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - customer satisfaction

Metric of the Month: Customer Experience...

by HDI Support World Magazine  Thu 29 August 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Death to the Term Soft Skills: Writing Is a Hard Skill All Support Pro...

by HDI Support World Magazine  Thu 15 August 2019

I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills ...

Making Customer Experience Surveys More Actionable...

by HDI Support World Magazine  Thu 01 August 2019

Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs...

Metric of the Month: Agent Training Hours...

by HDI Support World Magazine  Wed 29 May 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...

Marriott’s Missteps with Rebrand to Bonvoy: 3 Service Management Lesso...

by HDI Support World Magazine  Thu 16 May 2019

When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge...

Metric of the Month: Call Abandonment Rate...

by HDI Support World Magazine  Tue 16 April 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

The Perks and Perils of Assumption in Customer Experience...

by HDI Support World Magazine  Thu 11 April 2019

In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part of that discovery was learning that assumptions (both my o...

Real Life: The Turn-Based Game...

by HDI Support World Magazine  Thu 31 January 2019

Strategic Interaction in Relationships I am not a gamer! There’s no pride or shame in that statement. I simply have a different lifestyle. But, every time I take my ne...

The Influence of Transparency on the Customer Experience...

by HDI Support World Magazine  Tue 16 October 2018

Not too long ago, many of us in the IT service and support profession focused on a service improvement trend called “the consumerization of IT,” which Webopedia describ...

Customer Service: Who Cares?...

by HDI Support World Magazine  Tue 09 October 2018

4 Things that Can Deteriorate a Customer’s Experience and 4 Ways to Win Their Confidence Back Kylie was frustrated with many things at Wackie Tek. She had been a service r...

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