CX Expert
How to Build a NOC
A NOC or network operations center is a centralized location where IT management technicians directly support the efforts of remote monitoring and management. NOC services are heavily utilized in IT spaces and in-service delivery...
How to be a Servant Leader
Who is a servant leader? What is a servant leader? Do you work for a servant leader? Are you a servant leader? Do you know how to become a servant leader? Those are some...
Lead Your Team – Don’t Just MANAGE Them
I’ve recently taken on a new role. In my new organization, there is definitely a greater focus on leaders and leadership so I thought that this old post from CXMaster was worth reviving. OK –...
Why Customer Feedback Matters in 2019
This post originally appeared on CXMaster but it seemed very appropriate and worth sharing again. There are many ways of learning what is essential in your business. However probably the most powerful and least...
Using an Erlang ‘C’ Calculator in the Call Center
This post was originally published on CX Master but it has been updated with additional information. Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to determine the...
What are the Elements of a NOC?
Regardless of which side of the issue you are, there are a few people who would dispute the fact that the managed services model of facilities offers the most control and security for the...
Understanding How Your Help Desk and NOC Services Connect
Perhaps, there is no other obstacle that causes more concern to managed services providers than how they are going to manage, monitor and provide services to their clients. For companies that are getting into...
KPI’s and the Importance of Measurements (part 2)
This post was initially published on CX Master but has been refreshed based on changes in technology and terminology. I’ll leave the title so that people can find it, but I agree with Nuancy’s...
STOP PLACING THE BURDEN FOR GOOD CX ON YOUR CUSTOMERS
What do you understand by customer experience? My understanding of customer experience is the customer’s cumulative attitude and feelings towards the interactions and quality of services provided by the supplier or the supplier’s employees....
The Helpdesk
What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. There are many different types of helpdesks and they are called by a variety...
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