Managing the Customer Experience – Virtual

Making Sense of Metrics and Reporting Focusing on everything from team performance, issue resolution, average handling time and more, it can be difficult to know what your IT Service needs to be tracking, particularly for YOUR customers, goals and business. This popular one day workshop based on the SDI Best Practice Standards, will help you refocus

Making Sense of Metrics and Reporting Focusing on everything from team performance, issue resolution, average handling time and more, it can be difficult to know what your IT Service needs to be tracking, particularly for YOUR customers, goals and business. This popular one day workshop based on the SDI Best Practice Standards, will help you refocus

Drive continual service improvement and embed a truly customer-centric approach to delivering support within your organisation.   Who is this workshop for? This practical workshop is beneficial for managers, team leaders or individuals involved in or responsible for managing the customer experience and driving customer-centric service improvement. It will also benefit anyone considering or undertaking

“People will forget what you said, people will forget what you did, but people will always remember how you made them feel.” The Art and Science of Experience In today’s modern world where 50% of the workforce is made up of ‘millennials’ or younger, and where money is scarcely the primary motivating factor, the famous quotation above has never been more pertinent…