Articles by Kathy Smith

Taking Care of Your Greatest Tech Services Asset

“Unless you have 100% customer satisfaction, you must improve.” –Horst Schulze, Ritz Carlton This is an on-demand, instant gratification world—one in which customers aren’t willing to settle for mediocre service. According to RightNow Technologies, u...

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7 Service Desk KPIs to Live By

Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data, which is great. But…where does that get you? Or more to the point, how can that data help you improve your team’s performance? It a...

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6 Steps to Client Onboarding Success

Onboarding is the first time new clients get to see how you operate. It’s when first impressions are formed; impressions that could have a lasting impact. And if you don’t deliver on promises that were made during the sales process, what impression d...

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