What Is the Software Evaluation Process? 10 How-To Steps and Best Practices
Choosing the right software is critical for IT leaders, customer service managers, CIOs, and ITSM team leaders and vendors.
IT Process Automation: What It Is, Benefits and Best-Practice How-To's
As any IT department can attest, hardware breaks and software crashes. When incidents happen, it's critical to be able to track the incident, find a solution, and prevent it from happening in the future. That's a lot of work for a team of IT employees to handle, especially for successfully growing companies.
SOC 1 and SOC 2: What’s the Difference?
Financial and data compliance and security are essentials for every organization, and System and Organization Controls (SOC) reports are an integral part of data compliance, financial regulations, and audits. There are two types of SOC reports: SOC 1 and SOC 2.
50 Encouraging Customer Service Motivational Quotes
It's no secret that happy customers are the heart and soul of any business. With happy customers, you get a healthy business that can thrive and make a positive influence in its respective industry. Or, for you foodies out there, think of it this way: happy customers are the bread and the butter of fancy restaurants. They come first.
20 Top Strategies for Proactive Customer Service Plus Examples
With the speed of information, gone are the days where businesses can wait for problems to arise before addressing them. Proactive customer service shifts the focus from reacting to customer issues to anticipating and resolving them before they occur.
Complete Guide to ITSM Ticket Management Plus Workflows and Best Practices
With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".
AI in IT: What It Is, How to Use It, and What's Coming Next
Artificial Intelligence (AI) is making a significant impact across various industries, and IT is no exception. From optimizing operations to enhancing service management, AI in IT is revolutionizing how organizations manage their technology infrastructures.
Contact Center Productivity: Metrics, Benchmarks, and Strategies to Improve Performance
Contact centers are the nucleus of a company's interactions with its customers. A company's contact center answers customer questions, resolves product or service issues, and maintains customer relationships across every channel it serves.
How to Streamline the Customer Service Workflow Process: 10 Practical Examples
An effective customer service workflow process is the backbone of any successful customer support operation.
Knowledge Base Benefits: How a KB Reduces Costs and Improves Support Efficiency
Here's a problem most IT leaders recognize immediately: employees across the organization spend hours each week hunting down information that should be easy to find. They ask colleagues, dig through email chains, or open a support ticket for something that has already been answered a dozen times. Meanwhile, customers are hitting the same wall, waiting on hold or submitting tickets for questions that have self-service answers sitting in a document no one can locate.
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