Implementing mobile customer service is like training for a marathon. You can’t expect to sprint to the finish without first laying a little groundwork. Just as a marathon training plan sets you up for success long after the race is over, a mobile strategy provides benefits that extend far...
Tag(s): customer service, future of support, mobile device support
Over the years, tools have changed, workflows have evolved, staffing levels have fluctuated, responsibilities have expanded, and roles have been redefined. The latest expression of this trend is the mobility revolution—not just the presence of mobile devices in the workplace, but also support...
Tag(s): mobility, future of support
Of all the technology trends facing IT service and support professionals, the two that cause the most heartburn are the incredible growth of mobile devices—tablets, smartphones, etc.—and our customers’ desire to use devices that are familiar to them. To accommodate this desire, many...
Tag(s): byod, training, mobility, future of support
I am the Cherwell service desk’s worst nightmare. There, I said it (and they’d tell you so, too). Why? Because I’m in love with technology, but I’m a minimalist. Laptops are too bulky; I want to be able to do everything I need to from my phone...or, better yet, from my watch. I’m constantly...
Tag(s): byod, future of support, mobile device support
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
As desktop support professionals, we need to market these skills, letting everyone know that the “desktop” in desktop support refers not to a physical device but to the place where work gets done. How the desktop is delivered to a screen is irrelevant to our ability to support technology in the...
Tag(s): desktop support
Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Tag(s): future of support, customer experience, supportworld
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld