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The Security Issue Published On: Jul 01, 2014

New threats are born every day. It’s no longer a matter of if an attack will hit your enterprise, your desktop, or your mobile device, but when. With good systems and processes in place, the service desk and access administration teams should know before you do, and they should be able to thwart the attack. And that’s the key to data security: solid processes, routine monitoring, ongoing training, and constant vigilance. However, data security isn’t the only facet of security the support organization is responsible for these days, and those myriad (and expanding) responsibilities are the focus of this issue of SupportWorld.

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The Support Center 2.0 Issue May/June 2014 Published On: May 01, 2014

Technology is always evolving, and customers’ expectations rise with each new advancement. Technical service and support, too, must change. The articles in this issue of SupportWorld consider several facets of this transformation from support center to Support Center 2.0.

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The Knowledge Issue March/April 2014 Published On: Mar 01, 2014

In the past decade or so, many organizations have built knowledge management into their technical support strategies and dedicated resources to executing on those strategies. These strategies focus on using knowledge to improve performance and customer satisfaction, provide a competitive advantage, and encourage innovation and continuous improvement across the organization. However, there’s more to knowledge than just management; there’s also the acquisition of knowledge. Professional development is one way to acquire knowledge. In this issue of SupportWorld, you’ll find articles that look at knowledge from both perspectives: management and acquisition.

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The Mobility Issue January/February 2014 Published On: Jan 15, 2014

Welcome to the New Year and the new, all-digital SupportWorld! The theme for this first digital issue is, appropriately, mobility. You'll find articles on mobile support, mobility and Big Data, being a mobile support professional, mobile customer service strategies, and the latest BYO trend, Bring Your Own App. In addition, there are features on outsourcing, leadership, improvement, social media, the Internet of Things, Windows 8.1, and the customer experience.

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The State of the Industry Issue November/December 2013 Published On: Nov 01, 2013

Another year is almost gone, but what a great year it was! It’s amazing to think that the things we were discussing five years ago, the things we thought would be our future, are the here and now: the customer experience, mobility, anytime, anywhere support, BYOD, the cloud, etc. But the industry continues to evolve, and while we will continue to focus on these trends, we must prepare for the future.

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