Resources

Why the human touch, relationship building, and evolving skills matter more than ever as AI transforms technology service delivery.

Strategic planning is like a roadmap for your organization's immediate and long-term future

Insights from a Service Strategies benchmark study on how service executives view AI adoption, its impact on service delivery, and where AI will matter most

Five practices for selecting, onboarding, and measuring external service delivery partners.

Company surpasses SCP standards benchmark with outstanding global Professional Services Operations audit score

Wind River has achieved certification under the prestigious Service Capability & Performance (SCP) Standards

2024 research from more than 35 technology companies on service revenue, investment priorities, workforce strategy, remote work, and AI.

The twelve pillars of service excellence, from customer focus and reliability to continuous improvement and personalization.

Support and eService Operations Recognized for Service Excellence

Five steps to turn complaint management into a source of customer satisfaction and process improvement.

How to build a service-focused business continuity plan that keeps customers informed during disruptions.

How to connect customer satisfaction results to support team performance, from data collection to measurable goals.

When service KPIs turn red, treat them like a check engine light: run a full service health check of planning, processes, metrics, and people.

Listening is not the absence of talking, but the presence of attention. Ten practical tips to strengthen the listening skills leadership requires.

Long-term motivation comes from a work environment that consistently lets employees satisfy their basic human needs. Six techniques managers can apply.