Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
Date Published December 6, 2021 - Last Updated January 20, 2023
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 6, 2021 - Last Updated January 20, 2023
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Tag(s): supportworld, service quality, service management, best practice
Date Published December 6, 2021 - Last Updated January 20, 2023
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated December 16, 2021
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated January 20, 2023
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
Date Published December 2, 2021 - Last Updated December 16, 2021
According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published December 2, 2021 - Last Updated December 13, 2021
Tag(s): webinars, supportworld, enterprise service management, service management, technology, ITSM, IT service management
Date Published December 2, 2021 - Last Updated January 6, 2023
The pandemic forced a dramatic shift towards digital-first...
Tag(s): webinars, supportworld, customer experience, support channels, technology
Date Published December 2, 2021 - Last Updated January 6, 2023
Tag(s): webinars, supportworld, people, employee satisfaction, employee engagement, metrics and measurements
Date Published December 2, 2021 - Last Updated January 6, 2023