Tracking productivity and performance of the customer service function emerged as the #1 challenge of customer service leaders through the pandemic crisis, as per The New CX Mandate report. Whether…
Did you know through 2023, I&O leaders will overspend by $750 million* on buying unused features of ITSM tools? That’s almost $150 million more from $600 million spend in 2019.…
The IT agenda for 2022 The Hackett Group’s 2022 Key Issues Study reveals technology’s top 10 priority objectives to help businesses plan their goals and tech investments to accelerate digital…
Today, IT is expected to take on a more strategic role, one that goes beyond support to create business value and move the innovation agenda forward. Yet IT departments are…
“Service outage! Help!” These words (or their variations), have preceded notable losses of millions and billions of dollars in the 21st century. From large corporations to SMBs, no one is…
In the last decade or so AI has gone from a buzzword to table stakes. Data reveals that organizations that have adopted AI into their service management strategy have begun…
As a modern enterprise your digital infrastructure – in all likelihood – is a multi-tiered, evolving, and expanding combination of services built on next-gen technologies. This dynamic configuration of servers,…
Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can…
Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving…
Is my service desk investment paying off? Is my service desk delivering true business value? Are we incurring costs that are not under control? Are we able to leverage the…