Workforce Management

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

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

Millennials desire a flexible work schedule like no generation before. Because of this, hiring and employing Millennials may seem like a challenging task.
Tag(s): employee engagement, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement

Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement

A comprehensive list of Workforce Enablement information and tools.
Tag(s): workforce enablement, leadership, staffing, incentives, job descriptions, monitoring, motivation, salary, business continuity, business continuity planning, coaching, communications skills, culture, diversity, employee engagement, employee satisfaction, ethics, human resources, insourcing, outsourcing, people, performance management, relationship, rightsourcing, scheduling, sourcing, teamwork, virtual work

When budgets are tight, it’s important that you spend money on training that builds the skills you need at the levels you need them.
Tag(s): workforce enablement, workforce enablement, training, service desk, support center, framework and methodologies, framework


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

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