Good IT Support Costs Less – You can have your cake and eat it too!

Have you ever seen an Ignite talk? I just lost my Ignite virginity giving a talk titled, ‘Good IT Support Less – You can have you cake and eat it too!’ at Service Management 2017.

An Ignite talk follows a strict format – 5 minutes, 20 slides, 15 seconds each. And the slides auto-advance. Ignites are really tricky to deliver, but the high tempo, and myriad opportunities to screw up, make them pretty entertaining for the audience. And given you can squeeze ten speakers into an hour, you get a high knowledge return on your time investment. If you get a chance to go along to an Ignite session, I thoroughly recommend it. Anyway…

Over the years, I’ve heard many a CIO tell me feel they have to make a choice between providing a good level of IT support and keeping their costs down. But this isn’t true.

I’ve transcribed my Ignite into this post so you can see why.

(more…)

Read More

Customer feedback – are your IT support teams making the most of it?

IT support teams who adopt Net Promoter practices are seeing huge increases in customer satisfaction. For example, 78% of our CIOPulse clients have seen a significant improvement in internal customer satisfaction, with over a third of those enjoying an increase of over 30%.

But in the same way that a thermometer in your ear doesn’t help you get better when you’re sick, a Net Promoter Score won’t help you improve either. One of the most powerful components of Net Promoter is not the metric, but the verbatim feedback gathered as you close customer tickets. Your customers’ answers to the “What did we do well? What could we do better?” question are absolute gold.

If you’re serious about improving internal customer satisfaction, you really should be collecting and making the most of customer feedback. Let me show you how and why…

(more…)

Read More

Are you doing enough to reduce IT call volumes?

Although it might sound counterintuitive, providing customers with a better service actually costs less than providing them with a poor one.

One of the most effective ways to do both is to reduce the number of times your customer actually needs to contact your Service Desk in the first place. They’re happy because everything’s working perfectly. You’re happy because you need less staff manning the phones.

So, what can you do to reduce call volumes and reduce customer care costs? Read on for six ideas…

(more…)

Read More