An intrinsic part of being human is the ability to tell stories, and managers shouldn’t set aside this aspect of communication when coaching about nuts and bolts issues. Instead, storytelling can be an integral part of helping frontline team members understand the “why” of what is being asked of...
Tag(s): supportworld, service quality, service management, best practice, coaching
Date Published July 5, 2021 - Last Updated July 26, 2021
Accelerated moves to the cloud made sense at the height of the pandemic -- organizations may face different concerns in the future. It’s going to be up to IT to ensure that the new normal is as secure as what came before COVID-19.
Tag(s): supportworld, service quality, service management, best practice, business alignment, cloud, cloud computing
Date Published June 30, 2021 - Last Updated December 16, 2021
A poignant movie distills an important lesson for one IT service and support industry road warrior, and causes him to redefine what is important in life. After all, he said, nobody on their deathbed ever said, "I wish I spent more time at work.”
Tag(s): supportworld, best practice, community, culture
Date Published June 29, 2021 - Last Updated July 26, 2021
COVID-19 has given rise to a slew of new trends in onboarding, offboarding, remote work, and disaster recovery plan creation, and HR departments are racing to catch up. IT departments should take note and align closely with HR priorities to have a strong say in how the future will look.
Tag(s): supportworld, service quality, service management, best practice, business alignment
Date Published June 28, 2021 - Last Updated December 16, 2021
IT-business alignment essentially refers to internal organizational coordination in which IT objectives are brought in line with the business goals of the organization. In practice, this means that every department actively works towards attaining business objectives through improved business...
Tag(s): supportworld, service quality, service management, best practice, business alignment, business intelligence
Date Published June 23, 2021 - Last Updated July 26, 2021
Jeff Rumburg of MetricNet has delivered many great columns that examine some of the key performance indicators of the IT service and support industry. Here are ten to consider when you need to refresh on some of the key performance indicators of the industry.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
Date Published June 22, 2021 - Last Updated July 26, 2021
Bad service calls become the stuff of internet legend, and they should be avoided at all costs. Here’s an argument for ditching the script or step-by-step procedure when the situation clearly warrants it, and meeting the psychological needs of your clients or customers.
Tag(s): best practice, supportworld, business of support, customer experience, customer satisfaction, customer service
Date Published June 16, 2021 - Last Updated December 16, 2021
The CIO used to be considered the chief nerd who lacked an eye for business. As businesses rely increasingly on digital sales and interactions, that has rapidly changed. Now the CIO is an integral part of the C-suite. We ask 7 CIOs how things have changed.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
Date Published June 15, 2021 - Last Updated July 26, 2021
There are two key ingredients to successfully entering a new market abroad - a deep cultural understanding and a commitment to the core of your organization. Here is an argument for why both are so important to success, both locally and globally.
Tag(s): supportworld, service quality, service management, best practice
Date Published June 14, 2021 - Last Updated July 26, 2021
Here is a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. Here, we also provide criteria for a solid mission statement. Take the quiz and see where you land.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
Date Published June 10, 2021 - Last Updated July 26, 2021