All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail Vendor Reports Contain Raw Data but No Analysis In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 5, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail The Contract Fails to Align Vendor with Client Goals In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 3, 2023
All ResourcesService Desk The Zero Touch Service Desk – Myth or Reality? Learn more in Session 303 at HDI Support World in Denver! With AI and machine learning technologies gaining traction in the IT support world, there is also a new term…Jeffrey RumburgMarch 29, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | The Vendor Underprices the Contract In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgMarch 24, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 9 | The Metrics Hierarchy https://youtu.be/JuHQksBqh0Q Future courses will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template…Angela IrizarryMarch 16, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | Failure to Exercise Proper Governance In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgMarch 15, 2023
All ResourcesArtificial IntelligenceDesktop SupportService Desk 7 Steps to Future-Proof Your IT Service and Support Career in the Age of AI As the IT industry experiences a rapid evolution fueled by artificial intelligence and machine learning, many professionals working in IT service and support are becoming concerned about the possibility of…Jeffrey RumburgMarch 14, 2023
All ResourcesDesktop SupportService Desk The Fallacy of Email in IT Service and Support Email has long been the go-to communication method in IT service and support, but the reality is that it is not the most available nor the path of least resistance.…Angela IrizarryMarch 14, 2023
All ResourcesDesktop SupportService Desk Why CSAT is Still Crucial in IT Service and Support: Debunking the XLA Hype In the field of IT service and support, measuring customer satisfaction is crucial for understanding the effectiveness of customer interactions. While Experience Level Agreements (XLAs) have become popular for this…Angela IrizarryMarch 14, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 8 | The Agent Balanced Scorecard Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template here.…Angela IrizarryMarch 8, 2023
