The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Tag(s): supportworld, support center, communications skills, coronavirus
Date Published August 8, 2017 - Last Updated March 23, 2020
Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Tag(s): supportworld, leadership, support center, workforce enablement
Date Published August 3, 2017 - Last Updated December 6, 2017
The customer experience—the sum total of customer and user reactions to all the touchpoints with an organization over time—belongs to the customer.
Tag(s): supportworld, customer experience, customer service
Date Published August 2, 2017 - Last Updated April 19, 2019
Troy DuMoulin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Troy to be involved in the community.
Tag(s): supportworld, service management, ITSM, ITIL, lean, governance, community
Date Published August 1, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
Don’t be afraid to give corrective feedback when learners make mistakes. Capitalize on the ability of mistakes to strengthen learning.
Tag(s): supportworld, training, workforce enablement
Date Published July 26, 2017 - Last Updated December 6, 2017
As one of HDI’s Top 25 Thought Leaders, customer service expert Nate Brown shares what motivates him to be involved in the community.
Tag(s): supportworld, community, customer experience, customer service
Date Published July 25, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
Date Published July 20, 2017 - Last Updated December 6, 2017
Customer experience is on everyone’s radar. If you haven’t thought about it, it’s time to start.
Tag(s): supportworld, customer experience, customer satisfaction
Date Published July 19, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
Date Published July 18, 2017 - Last Updated December 6, 2017