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by Marc D Anderson on 5/7/2015
Date Revised: 5/7/2015
Unfortunately, the session didn't give much info about what actually happens inside the sausage factory.
I was hoping for:
Service health dashboard redesign for improved usability and UX
Explanation of communication modality switches. When I submit an issue via the dashboard, that's where the comms should be. If via a phone call, then stay with phone comms. It seems everything switches to phone regardless. The customer should be able to choose modality by first contact.
Commitment to improve the service health messages so that they make sense to real people. Right now there are a LOT of words with little sensical explanation. IMO, all acronyms and initializations should hyperlink to a glossary.
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