Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
December 2, 2021

 
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021

 

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021

 

 

Accelerate the digital enterprise using the principles of ITIL. ITIL best practices help increase the speed and success of your products and services and enable faster time to value.

In this Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
December 2, 2021


 
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at being questioned. Automated authentication tools may be the rare instance when tech can help avoid a pitfall in interactions with customers.
Tag(s): supportworld, service quality, service management, best practice, security management
November 19, 2021

 
In a passage from her book, “Trust Me - Restore Belief & Confidence in an Uncertain World”, Lea Brovedani demonstrates how managers think trust in their leadership is higher than it often is, and why that’s important to fix.
Tag(s): supportworld, culture, best practice, practices and processes
November 9, 2021

 
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Tag(s): supportworld, service quality, service management, best practice, automation, ROI
November 3, 2021

 
Moving operations into the cloud doesn't have to be a floating nightmare, but it isn’t a cure-all for organizational shortcomings, either. Here we list five common migration mistakes. If you can avoid them, it can go a long way to ensuring a smooth and fast transition.
Tag(s): supportworld, service quality, service management, best practice, cloud, cloud computing
October 28, 2021