While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published February 8, 2021 - Last Updated February 11, 2021
Budgets are tight in the post-COVID-19 era. It will be more important than ever to ensure that you can justify every line item. Here are five tips for telling the story of your proposed budget in a way that creates a conversation and gets results.
Tag(s): supportworld, service quality, service desk, service management, best practice, business alignment, capacity management, cost models
Date Published February 1, 2021 - Last Updated December 16, 2021
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Tag(s): supportworld, service desk, service management, customer service, ethics, HDI, ITSM, ITIL, leadership
Date Published January 27, 2021 - Last Updated February 19, 2021
A service call should never be just a service call. Instead, it can be an opportunity to gather important information about the in-field experience of your customers and clients with your tech products. Don’t miss the opportunity to learn more about the customer experience.
Tag(s): supportworld, service quality, service desk, service management, service delivery
Date Published January 20, 2021 - Last Updated January 14, 2021
In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Tag(s): supportworld, service quality, business intelligence, communications skills, people, teamwork, technology
Date Published January 18, 2021 - Last Updated January 14, 2021
As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published January 12, 2021 - Last Updated January 28, 2021
In the coming year, businesses will shift to a hybrid virtual/physical workplace for the long term, and IT service providers will need to adapt to meet the needs of this changing workplace. Here are some suggestions for how to do that.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published January 11, 2021 - Last Updated January 29, 2021
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, people
Date Published January 6, 2021 - Last Updated December 23, 2020
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, quality management, metrics and measurements
Date Published January 5, 2021 - Last Updated January 14, 2021
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
Date Published January 4, 2021 - Last Updated December 23, 2020