Live Chat Member Report This month’s members’ report explores live chat: The real-time communication channel that allows customers direct contact with... Improving the Customer Experience Member Report This member report looks at the reasons customers can grow dissatisfied with the service they receive. It... Switching off Email Member Report This report holds the secrets to why a service desk may choose to switch off email as a... Reward and Recognition Member Report This exclusive member report looks at the benefits of informal reward and recognition schemes as well as... Customer Advocacy Member Report This member report looks at Customer Advocacy and the importance of a Continual Service Improvement framework. The... Design Thinking Member Report This member report looks into the five key steps of a Design Thinking process and comparisons to... Member Webinar: Proactive Customer Perception programmes Member Webinar In this webinar exclusively for SDI members we discuss the characteristics and benefits of proactive customer feedback and... Refining Processes Member Report This report showcases why identifying value is a key element of refining processes. It looks at the role analysts... A Guide To Evaluating New Tools & Technologies Member Report This SDI Member Report explores the importance of evaluating the different tools available to service desk teams... A Guide To Building Resourcing Models Member Report This SDI Member Report looks at the recent trends in service desk resourcing including a decrease in... IT Service Continuity Management Member Report This SDI Member Report looks at the key considerations behind successful service continuity plans and how to... The Critical Considerations of Omnichannel Support Member Report This SDI Member Report looks at how implementing omnichannel support could be vital to an organisation’s success... The Four Key Principles of Talent Management Member Report This SDI Member Report looks at the key principles of talent management; recruitment, retention, development and succession... Advances In Knowledge Management Member Report This SDI Member Report explores how both tacit and explicit knowledge can be captured and shared through fast,... Building a Proactive Customer Perception Programme Member Report This SDI Member Report looks at the benefits of proactive customer perception programmes over traditional reactive methods. It... Reactive to Proactive: Reducing Call Volumes Member Report This SDI Member Report looks at the how moving from reactive to proactive processes will improve service... An Introduction To Enterprise Service Management Member Report This SDI Member Report examines the increasing role that Enterprise Service Management is playing on the modern... Telephones on the Modern Service Desk Member Report This SDI Member Report explores the role that the telephone plays in service desk communication and the... Career Development Planning (Part 2) Member Report This SDI Member Report looks at why building visible career paths is a worthwhile exercise for any... Career Development Planning (Part 1) Member Report This SDI Member Report explores career development planning and the key stages involved. It looks at why... A Guide To Building Brilliant Teams Member Report This SDI Member Report explores team development and the importance of building teams to the service desk.... Building A Service Desk Vision and Mission Member Report This SDI Member Report examines the importance of cascading a vision and mission throughout your organisation and... A Guide To Benchmarking Your Service Desk Member Report This SDI Member Report explores the different benchmarking styles available to the service desk and how to... A Guide To Communication Planning Member Report This SDI Member Report introduces the concept of Communication Planning and the key questions to consider when... A Guide To Incident Categorisation Member Report This SDI Member Report looks at the popular topic of Incident Categorisation. It explores different category titles,... Members only. Thank you for your interest in this piece of content. Unfortunately this particular item is reserved exclusively for SDI members. We would love to grant you access. Simply create a membership account and you'll get access to all of our exclusive content. If you are already a member of SDI, please log in here. To access this content you need to be a member Create an account and get access to our exclusive content Join Now ×
