Featured image by Sussan Nilsson La transformación digital se supone que pone el foco en el cliente, las nuevas metodologías nos indican que hay que ser «customer centric» y sin embargo el Service Desk, Front Desk, Call Center, o como quieras llamarlo parece no estar en la vanguardia de esa transformación y acaba siendo el...
Verdes fuera y rojos por dentro, los SLA nos pueden llevar a engaño. Los SLA en principio nos deben indicar si un servicio está funcionando de acuerdo a las expectativas del cliente. De hecho es práctica común desarrollar dichos indicadores de forma conjunta con el cliente. Pero ¿qué sucede cuando los indicadores están en verde,...
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