All ResourcesRecorded Webcasts Any Time, Any Place: The Ultimate Customer Experience! The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a…Angela IrizarryJune 13, 2017
All ResourcesRecorded Webcasts Unleashing the Enormous Power of Call Center KPIs Angela IrizarryMay 16, 2017
All ResourcesRecorded Webcasts The Role of IT Leadership in Service and Support | BrightTALK Webcast As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and…Angela IrizarryApril 11, 2017
All ResourcesRecorded Webcasts Unleashing the Enormous Power of Service Desk KPIs An overview of best practices in Service Desk Performance Measurement. HEAR how the industry's top performing Service Desks track and trend their performance! LEARN how to use KPIs diagnostically to…Angela IrizarryMarch 7, 2017
All ResourcesRecorded Webcasts The CSI Imperative on BrightTALK The CSI Imperative – How Successful Support Organizations Institutionalize Continual Service Improvement The advent of Chief Service Officers and Chief Improvement Officers offer telling clues about why some support organizations…Angela IrizarryFebruary 7, 2017
All ResourcesRecorded Webcasts Call Center Best Practices – BrightTALK An overview of Call Center Best Practices. HEAR how the industry's top performing Call Centers Achieve World-Class Status! LEARN key strategies for Enhancing your Call Center Performance! APPLY Best Practices…Angela IrizarryDecember 13, 2016
All ResourcesRecorded Webcasts The Zen of Support – BrightTALK The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey…Angela IrizarryNovember 8, 2016
All ResourcesRecorded Webcasts Benchmarking Roundup: Summary of 2016 Service and Support Benchmarks Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance.…Angela IrizarryOctober 4, 2016
All ResourcesRecorded Webcasts HDI Kentuckiana | The Zen Of Support The words ‘Customer Support’ and ‘Customer Service’ accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey…Angela IrizarrySeptember 22, 2016
All ResourcesRecorded Webcasts HDI Indianapolis | Service and Support as a Business Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well…Angela IrizarrySeptember 21, 2016
