The Changing World Of Problem Management

Posted on Tuesday 9 January 2018.

It’s Time To Cut Down Calls: Making Self-Service Work

Posted on Thursday 4 January 2018.

A better customer experience We have been talking to Barnardo’s Head of Service Management Mark Bassett to discover the key to their success with self-service. Firstly, we wanted to know what influenced Mark and his team to implement a self-service portal and how they prepared for the transition. “The driver for implementing self-service was to cut down the request calls which

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Big Data or Good Data?

Posted on Sunday 2 April 2017.

by Mike Franchetti, SDI, Customer Insight Analyst Some time ago a documentary was doing the rounds looking into the alarming habits of one of Britain’s most obsessive ‘hoarders’. Not without sad moments, we were welcomed into a house stacked from floor to ceiling with belongings ranging from collectables, the unlikely-to-be-useful, and common everyday rubbish. The poor

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