It’s counter-intuitive to think of automation in terms of personalising business/customer relationships. But this scenario is playing out as customer experience embraces technology to get closer to people. (more…)
Businesses are freezing spending on devices and data centres and significantly upping their investment in software and IT services. (more…)
It was once the first step on the IT career ladder. Yet now IT support jobs are growing in stature and becoming a business critical ...
Building a self-service portal that is genuinely effective starts by putting yourself in the shoes of the customer. Jeroen Janssen of TOPdesk shares these and other ...
Clydesdale and Yorkshire Bank Group (CYBG) has embarked on a major digital transformation initiative which will see a new platform roll out in 2018. (more…)
IT service management may celebrate its successes internally, but the wider business often fails to notice the importance of what is happening. Simon Johnson of ...
The countdown to SITS 2018 has officially begun. With online visitor registration now open, event manager Alice Fulton talks about what’s in store for 2018. The next edition of SITS will take place on 5-6 June at Olympia London. For more information and to register for a free visitor pass, please visit www.servicedeskshow.com (direct link […]
It may be unheralded, but service management is critical to delivering many vital elements of public life. David Evans of BCS explains why community and the VeriSM approach will ensure the discipline continues to deliver value. (more…)
Vendors and consultants may be pushing the self-service portal concept to sell more products and services. But here, our anonymous service desk manager for a major UK organisation explains why the need for a self-service portal is real – not marketing speak. (more…)
The globalisation of business means that demand for multilingual service desk support has grown. Tom Tseki of Lionbridge offers some tips on improving your language capabilities. (more…)
Efficient and motivated service desk staff are valuable to any organisation. But in a high-pressure environment, how do you ensure your people are meeting their potential? Natalie Calvert of CX High Performance explains. (more…)
Customer experience (CX) continues to be one the main priorities for those providing service, and chat support is one channel that can help in this respect. Simon Johnson of Freshworks explains how to make use of chat support. (more…)
When users and customers engage with IT, they expect a similar shopping experience to what they experience at home. As organisations continue to hone their digital transformation strategies, a smooth process for handling services requests is critical to creating a great first impression. Steve Morgan of Synaid IT explains. (more…)
The latest version of Bomgar remote support tool includes features designed to help service desks comply with the incoming GDPR compliance mandates. (more…)
While understanding of GDPR has improved, the specifics of how it will impact functions such as the service desk are not as clear. ITSM and security expert Stuart Rance explains what to look out for. (more…)