“28% of tickets are STILL (emphasis mine) password resets.” There are tools that solve for this, “this number should be 4-6%.” -Jeff Rumburg of @MetricNet at #smworld.
Fantastic talk on #ESM that goes into machine learning, AI, and what the future of work should look like.
QSTAC® retweeted
Oh, I'll tell you what's wrong with this #survey!
1) Don't they know if you're a Sir or a Mam? Can't they use yr name?
2) But they CAN & DID contact you!
3) "More valuable" than what?
4) How is a 9 average?
5) What would a 1 be? Despicable? Abhorrent?Repulsive?
#CXQOTD #CSAT #CX
Look at the survey I received from a Car company and tell me what's wrong with it?
#CXQOTD
@jtwatkin @stephaniethum @CXAccelerator @DebbieSzumylo @CxExcellence @CXpert @mentalmarketer @seatoncx @jennysuedempsey @RoyAtkinson @esmancuso @SandipKrGupta @sudhbhat @Hyken @toister
QSTAC® retweeted
#SMWorld speaker Ben Brennan, CEO of @qstac, discusses why #IT Experience Management is the secret to awesome #ServiceManagement in his session this year at Service Management World! Check it out: informatech.co/3oisir8 #ITSM #ITXM
QSTAC® retweeted
🎧 [Podcast] #AI and the #FutureOfWork hosted by our @dturchin : Ben Brennan, @qstac #CEO and author of Badass IT Support, discusses how to quantify the #employeeexperience
#thoughtleader #podcasts
podcasts.apple.com/us/podcas…
QSTAC® retweeted
If you didn't take the time to understand your customers before making changes, don't act surprised when you don't understand the outcomes.
#CX #VoC #CustomerExperience
QSTAC® retweeted
Want to know one of the most important factors in understanding the true culture of an organization?
The things that leaders will allow other leaders to get away with. #EX #CX #Culture #Leadership
All #ITSM improvement efforts MUST begin with a solid understanding of how employees experience IT. This is what I learned as a CIO needing to rapidly drive improvements, says @GTSanker #CIO #ServiceDesk #ITSM #EX sysaid.com/blog/itsm/priorit…
In this blog @GTSanker looks at how to introduce a new way to prioritize improvement work in direct alignment with EX. #ITSM #servicedesk #EX sysaid.com/blog/itsm/priorit… #ITXM
QSTAC® retweeted
Super simple principles in fundraising: never lie, never hide facts from investors, obey the law, honor your contracts.
For all our #CX friends: @why will be speaking at the @Argyle CX/UX Leadership Forum on June 7, 2022! Register now: bit.ly/3GDF3Vn #ArgyleDigital #CX #Marketing
QSTAC® retweeted
A big part of #CX = A daily battle against friction.
Equip your people to be "friction fighters!" 🔥🤺
QSTAC® retweeted
Learn how to construct a balanced scorecard this Thursday at 2pm EDT! All attendees will receive a complimentary scorecard template from MetricNet. Register now: brighttalk.com/webcast/12683…
#Metrics #KPIs #BalancedScorecard #ITSM #ContactCenter #PerformanceMeasurement
Employee Experience doesn’t happen in a vacuum. LOVE this reminder of the relationship between skills and #EmployeeExperience
If you’re an IT leader this is mandatory reading.
Skills and Employee Experience: Are You Missing the Link?
cliftonbutterfield.com/blog/… #SFIA #ITXM #EX
Fave takeaway from @hdi #supportworld in Vegas this week was this beautiful gratitude journal from @PatBlackstaffe. Original gorgeous artwork and thoughtful writing prompts.
You’ll get more from 5 min a day with this gratitude journal than 1,000 ITIL certs. Thank you Patti!
Glass half full or glass half empty? Every day we don’t just put on clothes, we put on an attitude. And in IT service and support, attitude moves the needle of IT experience more than any technology. #ITXM #supportworld
