Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Tag(s): supportworld, support operations, employee satisfaction, people, industry report, research
Date Published November 15, 2016 - Last Updated April 19, 2019
Where do you spend your time in the support center? If you are a manager and doing too much operational work, you might be neglecting to build a strategy for your team.
Tag(s): service strategy, support center, support operations, supportworld
Date Published November 10, 2016 - Last Updated December 15, 2016
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Tag(s): workforce enablement, supportworld, training, return on investment - ROI, hdi conference, fusion conference, business value
Date Published November 9, 2016 - Last Updated December 1, 2017
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Tag(s): KPI, metrics and measurements, performance management, reporting, service desk, support center, support operations, supportworld, workforce enablement
Date Published November 8, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Tag(s): balanced scorecard, business alignment, KPI, metrics and measurements, support center, supportworld
Date Published October 26, 2016 - Last Updated April 19, 2019
Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Tag(s): business value, customer service, supportworld
Date Published October 25, 2016 - Last Updated April 19, 2019
Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Tag(s): collaboration, customer experience, customer service, employee engagement, ITSM, IT service management, practices and processes, service design, service desk, support center, supportworld
Date Published October 20, 2016 - Last Updated April 19, 2019
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Tag(s): escalation, KM, knowledge management, practices and processes, problem solving and troubleshooting, support operations, support center, supportworld
Date Published October 18, 2016 - Last Updated April 19, 2019
SOPs are not only a critical success factor in maintaining the quality of service level management, but also maintaining consistency between employees and departments.
Tag(s): best practice, business alignment, IT service management, ITSM, practices and processes, process management, service management, support center, supportworld
Date Published October 13, 2016 - Last Updated August 15, 2018
Whether your end users are internal or external, the customer experience is more important than ever. The right people and the right technology can ensure you deliver the best possible experience.
Tag(s): focus series, supportworld, technical support, support center, customer experience, customer satisfaction, customer service
Date Published September 30, 2016 - Last Updated April 19, 2019