We’ve read through many worthy applications from the world of IT service and support organizations, and are pleased to announce who has made it to the second round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Tag(s): supportworld, culture
February 22, 2021

 
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Tag(s): supportworld, service desk, service management, business value, culture, employee satisfaction, diversity
February 17, 2021

 
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Tag(s): supportworld, service desk, service management, customer service, ethics, HDI, ITSM, ITIL, leadership
January 27, 2021

 
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, people
January 6, 2021

 
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, quality management, metrics and measurements
January 5, 2021

 
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
January 4, 2021

 
The savings service desks see from preventing tickets go beyond direct support costs.
Tag(s): supportworld, metrics and measurements, costs, business value, service desk
December 30, 2020

 
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
December 28, 2020

 
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
December 26, 2020

 
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
December 22, 2020