A new UFFA scoring method could help you gain a new appreciation for KCS expectations for your tech support staff and give you an action plan for optimizing KCS.
Tag(s): supportworld, service management, metrics and measurements, KCS, knowledge management, KPI
Date Published April 27, 2017 - Last Updated December 6, 2017
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Tag(s): supportworld, technical support, research, business of support
Date Published April 26, 2017 - Last Updated April 19, 2019
To help learning stick, repetition in a variety of different ways is one of the most important tools a trainer has.
Tag(s): supportworld, training, workforce enablement
Date Published April 25, 2017 - Last Updated December 6, 2017
Learn why changing our data source from cases to articles moves us from reactive to proactive problem management for tech support.
Tag(s): supportworld, service management, problem management, knowledge management, KM
Date Published April 20, 2017 - Last Updated December 6, 2017
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
Date Published April 19, 2017 - Last Updated December 6, 2017
This #HDIchat tackled the topic of getting your team obsessed with service. Jeff Toister joined the Twitter chat as our guest expert.
Tag(s): customer experience, supportworld, hdichat, customer satisfaction, customer service
Date Published April 17, 2017 - Last Updated December 6, 2017
You can use two analysis techniques, combined with the relevant data from your knowledge repository, to help problem management start to fulfill its promise.
Tag(s): supportworld, service management, ITSM, ITIL, problem management, knowledge management
Date Published April 12, 2017 - Last Updated December 6, 2017
Technology hard trends in artificial intelligence, cyber security systems, cloud computing, data analytics, and virtualization will shape the future of tech support.
Tag(s): supportworld, support center, technology, future of support, cloud, security management
Date Published April 11, 2017 - Last Updated December 6, 2017
Consider whether reporting against knowledge article usage, as evidenced by linking articles to incidents, is a better way to prioritize incident types for problem management.
Tag(s): supportworld, problem management, knowledge management, ITIL, ITSM, service management
Date Published April 6, 2017 - Last Updated December 6, 2017
Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Tag(s): supportworld, hdichat, metrics and measurements
Date Published April 5, 2017 - Last Updated December 6, 2017