Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

AT&T Business Service (ABS) Field Operations is a leading provider of IP-based solutions servicing premises-based IP infrastructure, installing and maintaining equipment from top vendors. The division ...

How should you measure the success of your service operation? What are the Key Performance Indicators that you can use to judge the performance of both your customer service reps and your service ...

Utilities operate in high-stakes environments where operational resilience, infrastructure reliability, and workforce efficiency are essential for maintaining uninterrupted service. Cutting-edge field ...

Both service operations and manufacturing operations are in the business of satisfying customers, and that requires organization and planning. While the mechanisms and inputs for creating customer ...

As a term, business service management (BSM) was first included in the 2007 version of Information Technology Infrastructure Library (ITIL), where its definition was “the management of business ...

Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...