Instant Memory Training for Professional Success Learn from the world’s leading memory skills expert! In this very fun & interactive presentation, U.S. Memory Champion Chester Santos – “The International Man of Memory” will help you to develop life-changing skills to greatly enhance your professional development & lifelong learning. 📺 Click here to view this member-exclusive content!
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Member VIP Lounge – Designing and Delivering Experience in 2023
how to design and deliver effective experiences? ‘Experience’, whether digital or specific to the workplace, customer or employee – means something different to everyone. So how do you manage it? What are the goals, and how do you know when you get there? How do you know where you’re starting from? Catch up on this excellent Member Exclusive Session –Continue reading “Member VIP Lounge – Designing and Delivering Experience in 2023”
Member VIP Lounge – Harnessing the Power of Proactivity
Harnessing Proactivity: Transforming Support Through Innovation & Engagement In this recorded Member VIP session, Kristian Spence-Owen, Product Support Manager at iVendi Limited, explores how you can create a proactive service experience while sharing insights into iVendi’s journey to world-class service through real-time product usage alerting, bespoke in-house tooling, Power BI, continuous improvement plans, and departmental goal setting. 📺 Click HEREContinue reading “Member VIP Lounge – Harnessing the Power of Proactivity”
Member VIP Lounge – Shaping the Future of Service and Support
Shaping the Future of Service and Support: A Conversation on Automation and Bots In this recorded Member VIP session, Jeff Rumburg, Managing Partner at MetricNet, and David Wright, SDI’s Chief Value & Innovation Officer, engage in a dynamic discussion about the role of automation and bots in shaping the future of service desks: ✔️ Discover the pivotal role of automationContinue reading “Member VIP Lounge – Shaping the Future of Service and Support”
Member VIP Lounge – Customer Experience & Journey Mapping
In the first of our brand new series of Member VIP Lounge events, exclusively for all SDI members, learn how to grow your service experience by taking a deep dive into customer journey mapping. A recent SDI survey told us that two-thirds of service desks have never done a customer journey mapping exercise, but we know it is one ofContinue reading “Member VIP Lounge – Customer Experience & Journey Mapping”
From Vision to Execution: Service Desk Strategy Guide
⚡Discover how to create an effective strategy for your service desk! Download this member guide and discover: ✅ What makes a good service desk strategy? ✅ Steps for implementing one ✅ Key factors you should evaluate and assess ✅ Most common questions answered If you want to dive even deeper, let’s chat! 📞 Book a call with John Noctor at a time toContinue reading “From Vision to Execution: Service Desk Strategy Guide”
Evolving Strategy for the Hybrid Era
Learn insights for hybrid work success and technology trends in the service desk industry. View the presentations from this popular in-person event. ➡️ The DVSA Service Desk. Supporting DVSA’s commitment to keeping Britain’s roads safe. ➡️ Euromonitor: Doing Hybrid Right ➡️ Freshworks: Using ITSM to improve employee experiences – Lessons from IT Management Services Leaders, Waterstons ➡️ HappySignals: Evolving Your IT Service Desk StrategyContinue reading “Evolving Strategy for the Hybrid Era”
Experience Level Agreements – What They Are and What They Are Not!
Experience Level Agreements – What They Are and What They Are Not We still need to hit our targets and KPIs this month! You have probably heard this plenty of times, right? And yes! Of course, you want to hit your targets and SLAs, but are your customers happy? Well, to successfully exceed customer expectations, it is essential to understand howContinue reading “Experience Level Agreements – What They Are and What They Are Not!”
Staffing Calculator
Our staffing calculator uses a handful of simple service desk metrics to calculate service level. The values can be set to explore the possible effect on service level if a desk undergoes changes. For example, the impact of increasing or decreasing the number of analysts. Metrics 🔷 Incoming Call Rate – How many calls the service desk receive, on average, per hour 🔷Continue reading “Staffing Calculator”
Shaping the Future of Work: The Impact of Autonomous Agency and AGI
Shaping the Future of Work: The Impact of Autonomous Agency and AGI Is the rise of Artificial General Intelligence (AGI) the beginning of the new era of Autonomous Agency? Since OpenAI released ChatGPT to the world in November 2022, the internet has been in super-hype mode again. Within a week, ChatGPT had gained 1 million users, and since then, we’veContinue reading “Shaping the Future of Work: The Impact of Autonomous Agency and AGI”