Customer Service: Who Cares?
4 Things that Can Deteriorate a Customer’s Experience and 4 Ways to Win Their Confidence Back Kylie was frustrated with […]
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Aiming for Exceptional Customer Service Is Costing Your Business
In a world of increasing commoditization, seeking differentiation by delivering exceptional customer experience to drive loyalty seems like a no-brainer.
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What Does Customer Experience Mean to IT…Really?
The term “customer” may have several meanings depending on who you ask. From a business perspective, the person buying a
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What Works in Professional Development: You are a Coach, Act Like One
If there is someone in your life that looks to you for guidance, you are a coach. It could be
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Metric of the Month: Introduction to Chat Metrics
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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6 Sure-Fire Ways to Boost Employee Job Satisfaction
Wondering what it takes to keep loyal and happy workers on the job these days? You might be doing better
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3 Technologies to Power a Successful IT Self-Service Experience
Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives
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The Pursuit of Award-Winning Service Improvement: A Case Study from PowerSchool
PowerSchool’s mission is to improve the education experience through innovative technology. Their platform for K-12 serves more than 32 million
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Using Display Boards in a Support Center
What types of displays should we have? How should we use them, and what benefits might we gain? Display boards
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How to Replace an Aging Ticketing System
Follow These Steps to Avoid Problems and Ensure Success So, you are looking to replace your aging ticketing system. I
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