Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
Date Published June 21, 2017 - Last Updated December 6, 2017
Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Tag(s): supportworld, metrics and measurements, leadership, benchmarking, KPI, service management
Date Published June 20, 2017 - Last Updated December 6, 2017
According to HDI research, support ticket volume including both incidents and service requests has gone up year after year. But why are things breaking so much?
Tag(s): supportworld, problem management, incident management, service management
Date Published June 15, 2017 - Last Updated April 19, 2019
A synchronized team consists of different behavior types or dimensions. Learn the four core dimensions that balance a team to ensure success.
Tag(s): supportworld, workforce enablement, leadership, teamwork, team building
Date Published June 14, 2017 - Last Updated December 6, 2017
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Tag(s): supportworld, leadership, customer service, customer experience, technology
Date Published June 13, 2017 - Last Updated December 6, 2017
Service management needs continuous care and feeding. Following frameworks and best practices can help.
Tag(s): supportworld, ITSM, IT service management, service management, framework and methodologies, tools
Date Published June 8, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
Date Published June 7, 2017 - Last Updated December 6, 2017
John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Tag(s): supportworld, service management, knowledge management, KCS, technical support, ITSM, ITIL, lean, devops, agile
Date Published June 6, 2017 - Last Updated December 6, 2017
To counter customer defection and customer churn, it is important to measure customer satisfaction and work on the factors that directly affect customer euphoria.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
Date Published June 1, 2017 - Last Updated December 6, 2017
Retrieval practice ensures information learned in training is used appropriately on the job.
Tag(s): supportworld, training, workforce enablement
Date Published May 31, 2017 - Last Updated December 6, 2017