ITIL es la metodología mejor conocida para operaciones de TI y gestión de servicio. Adicionalmente, una Mesa de Servicio en la nube basada en ITIL hoy en día es muy relevante como una solución óptima para organizaciones de todos los tamaños.
Continue readingWhen a company has an active presence in different Social Networks, it is exposed to receive Requests, Complaints and Claims (PQRS) from dissatisfied customers, this is a fact that will always occur; what many companies do not take into account is that a correct and quick response can generate that a customer who was previously dissatisfied, will fall in love with the company to such an extent that will begin to attract other customers.
Continue readingThe world is the color of the glass with which you look at it... this is a premise that emphasizes the independence and originality that human beings have, before the same event, you can see different things, you can interpret an opportunity or a problem, it basically depends on the approach you give it and the disposition you have.
Continue readingWhen a company has an active presence in different social networks, it is exposed to receive Requests, Complaints, Claims and Suggestions (PQRS) from dissatisfied customers, this is a fact that will always occur; what many companies do not take into account is that a correct and quick response can generate that a customer who was previously dissatisfied, will fall in love with the company to such an extent that it will begin to attract other customers.
Continue readingWithin the Customer Service area of the companies, there is a special division in charge of attending to customer Requests, Complaints, Claims and Suggestions and it is responsible for generating a large part of the loyalty of the target market, making sales generate an added value by closely connecting the buyer with the products and services offered by the company.
Continue reading"The Future of the Service Desk" infographic in the best "Back to the Future" style puts into context the power of mobile and social technology, which is causing IT departments to rethink the way they deliver their services, now and in the future.
Continue readingNowadays, having an IT service center in organizations that supports both internal users and customers is a determining factor in the generation of value.
Continue readingLos Servicios Compartidos han crecido y se han consolidado como un modelo de prestación de servicios, generalmente constituido por una unidad organizacional que provee soporte de back office a clientes, eliminando procesos y sistemas redundantes, brindando a la organización un mejor control de la información y permitiendo que esta concentre sus esfuerzos en atender los procesos principales del negocio.
Continue readingEn un mundo donde competir y marcar la diferencia son la clave para alcanzar un espacio dentro del universo empresarial y corporativo, nada como un buen servicio al cliente para ser diferenciales. Pero para ello, dicen los expertos, la satisfacción integral frente a un producto o servicio no se da solo por atender un reclamo o cambiar un artículo que ha resultado defectuoso. Es ir más allá.
Continue readingNo hay empresa que no tenga mesa de ayuda hoy. Así de categórica es la opinión de los expertos en tecnología, entre ellos, el Gerente de Consultoría y Preventa de una reconocida empresa de tecnología, quien señala que “aunque sea incipientemente los sistemas de help desk han proliferado. “Actualmente se les llama ‘mesa de servicio’, ampliando su concepto y significado, porque permiten centralizar todos los servicios requeridos en un solo ‘front’, canalizando así los requerimientos y obteniendo un mejor nivel de respuesta”, explica.
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