Customer Service: Talk the Way People Talk
I recently read a blog post advising customer service people that they should never say, “I don’t know.” The writer […]
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Continual Service Improvement is NOT a Service Lifecycle Stage
Wow! Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading
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Rewards, Recognition, and Customer Service
When it comes to attracting, developing, and keeping the best talent in the support center industry, there are few topics
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Driving Automation in Technical Support Centers
A number of characteristics make technical support centers different from other types of contact centers: Support center analysts require
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What Works in Training: Context Alignment
So far in this series that focuses on what works in training (as opposed to the many learning myths out
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Why Excellent Service Is More Important Now
I delivered a presentation at ITSM16 in London titled, “Customer Service Excellence: Now More Than Ever.” Those who are familiar
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Guidance on Opening Problem Records
Effective problem management requires a clearly defined process and documentation I have had the opportunity to assist several IT organizations
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Metrics and SLAs Redux
SLAs and metrics are important, but they should not be substituted for business goals. Sparked by recent discussions on Twitter
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Making Your Teams Rock
9 Keys to Building Successful Support Center Teams Like most organisations, Wackie TEK has a variety of departments and includes
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Customer Service Excellence: Now More Than Ever
This year, I was fortunate enough to be accepted to present at itSMF-UK’s conference in London, ITSM16. The topic I
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