It’s Customer Service Week! What a fantastic opportunity to think about how IT organizations handle the needs of their users. This week’s interesting links discuss several topics in and around serving the needs of customers. The EDUCAUSE discussion link listed below is an interesting conversation between several university IT service professionals and worthy of a few moments of thought.
- EDUCAUSE Groups: Metrics Question: First Level Resolution Rate (discussion thread)
- Baseline: Business’ Holy Grail: A Great Customer Experience (online article)
- HDI/Everbridge: IT Incident and Disaster Alerting: Improving MTTR Through Communication (white paper, registration required)
- Baseline: Organizations Embrace Customer Experience 2.0 (online article)