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
Date Published - Last Updated 7 Years, 215 Days, 7 Hours, 40 Minutes ago

 
We define a Lean service desk operation as one in which volume, variety, and process variation are managed, and in which individual workflows are optimized for efficiency. That’s a very simple definition, and while it suggests a high bar for qualification, we believe that consistently applied...
Tag(s): service desk, support operations
Date Published - Last Updated 7 Years, 215 Days, 20 Hours, 25 Minutes ago

 
The IT world is in the midst of dramatic change. With each passing day, the traditional model for remote support becomes increasingly outdated. Today there are 10 billion mobile devices, 50 percent more applications, an infinite amount of unique configurations, and more distributed workers than...
Tag(s): monitoring, remote support tools, service desk, support center, tools
Date Published - Last Updated 7 Years, 215 Days, 21 Hours, 8 Minutes ago

 
The technical support center of the future is poised to play an even more integral role in helping businesses innovate—and hence, gain competitive advantage.
Tag(s): future of support, service desk
Date Published - Last Updated 8 Years, 273 Days, 5 Hours, 11 Minutes ago

 
The consumerization of technology and the “Google-ization” of information have changed the knowledge management landscape. How can you address these challenges in a way that benefits your users, your staff, and your business?
Tag(s): knowledge management, knowledge-management-systems, Knowledge Management Systems, support center
Date Published - Last Updated 7 Years, 215 Days, 21 Hours, 6 Minutes ago

 
For a long time, the average lifecycle for support center software—including both simpler ticket management tools and more sophisticated IT service management systems—has been three to five years. This may seem like a relatively short period of time to those of us who have gone through the...
Tag(s): support center, tools
Date Published - Last Updated 7 Years, 215 Days, 20 Hours, 33 Minutes ago

 
On the surface, one might think that a mobile workforce (or student body) using its own technology would increase demand for distance support. Though we have seen a modest increase in distance support, we’ve actually seen a marked demand for in-person support. From our perspective, mobility has...
Tag(s): byod, case study, desktop support, service desk
Date Published - Last Updated 7 Years, 215 Days, 21 Hours, 18 Minutes ago

 
Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models where revenue is earned by delivering positive customer outcomes. The biggest problem with confronting this...
Tag(s): business of support, supportworld
Date Published - Last Updated 7 Years, 215 Days, 7 Hours, 57 Minutes ago

 
Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the latest and greatest personal devices—like smartphones and tablets—for both business and personal use. The next BYO...
Tag(s): mobility, mobile device support, future of support, trends
Date Published - Last Updated 7 Years, 215 Days, 20 Hours, 5 Minutes ago

 
There’s no right or wrong to support models. There’s only working and not working. The right support model for your organization is the one that works (i.e., one you can execute and one that produce the desired results), and that may mean you have to do some—for lack of a better...
Tag(s): support models, outsourcing, insourcing
Date Published - Last Updated 7 Years, 215 Days, 19 Hours, 14 Minutes ago