The Tricentis Intelligent Swarming (IS) case study explores their journey in the early adoption of the IS framework. Intelligent Swarming increases efficiency, energises agents and engineers and ensures support work gets to the right person faster. Tricentis now uses this framework to increase collaboration and...
Have you ever stood in a hotel lobby and been approached with the question “May I help you?” Given the opportunity to improve this experience, what would you suggest? In the hospitality industry, the Ritz-Carlton Hotel had the reputation for developing supreme value in customer experience....
Author: Brian McKenna, Certified KCS and ITIL Trainer Questions are often raised about which methodology should we follow, X or Y or Z? My answer is all of them, or at least bits of them! There is no one source of truth, and no methodology is...
For a customer looking for answers, or for a service agent being asked for help, finding the answer is becoming more complex. AI, Machine Learning, Customer Experience and Human Centered Design are the buzzwords of the day and with good reason. These days, useful information...
Today’s Service Centers are being asked to deliver a better self-service experience and expected to grow at a slower rate than their customer base. Every organization has the potential to create a knowledge base that helps customers through self-service. Ideally, customers will find answers in a...