Customer service


The age of the customer – and why service desks must take notice

The perceived boundaries and differences between external customer service and internal customer support have largely vanished, with a competitive market meaning they must learn from each other to solve business challenges. Neil Penny, product director for IT and customer service desk software specialist Sunrise Software told ServiceDesk360 that while, previously, customer service and IT support were […]

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Cherwell venture, 360

Cherwell aims to be ‘pre-eminent ITSM platform’ following cash injection

Cherwell Software has announced a $25 million investment from private equity firm Insight Venture Partners, as it aims to become the ‘pre-eminent ITSM platform in the industry’.   The company plans to use the investment to accelerate global sales, build additional applications and services, and broaden the capabilities of its software. Richard Wells, managing director at […]

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BMC end user, 360

BMC tunes into cloud experience

Recognising the impact of a poor end-user experience, specifically for those businesses using cloud applications, has led service management technology specialist BMC to create a software package designed to analyse and improve customer satisfaction. The latest release of End User Experience Manager includes functions to map and visualise a customer’s journey, with BMC believing that a […]

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Virus in program code

Banks told: assume customer PCs have viruses

The European Network and Information Security Agency (ENISA) has warned banks to assume that all customer PCs are infected with viruses. The ‘guilty until proven innocent’ warning comes in response to recent targeted cyber-attacks on corporate bank accounts.  ENISA believes that many online banking systems work on the assumption that a customers PC is protected […]

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Jo cust serv

Customer service: how does it benefit IT teams?

Jo Johns’ book on service management and customer service provides a 12-step process for helping IT teams deliver the support that customers need.  In this exclusive article, she offers a peek at some of the content and advice on offer.  You would’ve thought we knew this by now – heaven knows there are enough people […]

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Accenture awarded £70 million a year contract to overhaul benefit systems

The Department for Work and Pensions (DWP) has chosen Accenture to develop, integrate, and support new IT systems in a contract that could be worth £70 million per year. Accenture will provide software for all customer-facing applications including phone and web portal communications, and will develop software to support the upcoming migration of multiple benefits systems to […]

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IT enhancements help Betfair double online betting volumes

Aggressive development of applications and features have contributed to Betfair increasing the number of bets placed via mobile devices by 94 per cent in the last quarter. The bookmaker says it is supporting the cultural shift towards mobile with strong support of its mobile sites and applications.  IT enhancements designed to improve user friendliness include […]

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Techs on bikes_4

Shared service boosts resolution rates for Virgin Media

A project to centralise its employee services has seen Virgin Media improve its first call resolution rate to 87 per cent. Software from RightNow has been used to join formerly disparate departments including benefits, people and payroll, creating a service desk which handles around 1000 phone calls and 3000 emails per week. The software keeps […]

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