Workforce Management

Interface with your colleagues, teammates, superiors, direct reports, and everyone else, at any level.

 

The adventure begins March 24–27, 2015, at the Mandalay Bay in Las Vegas—but it doesn’t have to end there! For the fourth consecutive year, we’ll follow up the HDI 2015 Conference & Expo by hosting the most immersive and educational virtual event in the technical service and support...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

 
A comprehensive list of Workforce Enablement information and tools.
Tag(s): workforce enablement, leadership, staffing, incentives, job descriptions, monitoring, motivation, salary

 
In an article in the May/June issue of SupportWorld, Mike Hanson addressed the evolution of desktop support; in this article, we will discuss how desktop support roles are changing—particularly the names of each role.
Tag(s): desktop support, workforce enablement, professional development

 
When you get comfortable, things become routine. Magic can only happen when you step outside your comfort zone. So, should you consider swapping jobs?
Tag(s): workforce enablement, professional development

 
Is information security training or education a good thing to have when applying for support or service management jobs? With more organizations bringing desktop support into the support center, do I need more experience, or even a certification like CompTIA’s A+, to advance my career? How...
Tag(s): workforce enablement, professional development

 
The help desk is often the place where careers begin in IT, providing opportunities for college graduates or internal transfers to gain some technical knowledge. Getting new team members up to speed quickly without diminishing overall team productivity is integral to success. We believe it’s...
Tag(s): training, workforce enablement

 
How can I get my technical support team out of its rut? How can my small firm play with the big boys when offering perks and benefits to attract and retain talent?
Tag(s): workforce enablement, incentives, staffing

 
When a major component of your team’s job is handling calls from some of the most high-profile customers in the world, how can your company ensure its employees keep up with a constantly changing information landscape and the nonstop needs of its customers?
Tag(s): staffing, workforce enablement, incentives, training

 
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Tag(s): workforce enablement, incentives