Change is hard, but it is harder when there isn’t a clear understanding of what change you are wanting and what risk you are willing to accept. Here is an approach toward streamlining the risk assessment of proposed changes to bring about better results.
Tag(s): supportworld, collaboration, business intelligence, change management, configuration management
March 23, 2021

 
Too often, IT deals only with the immediate tasks of its clients, and misses the big picture of customer care. Your team may do better by asking questions to get a complete understanding of what your clients hope to achieve.
Tag(s): supportworld, collaboration, communications skills, communications technology
March 17, 2021

 
We all have received a crash course in the problems that may arise with a sudden shift to working remotely. Here is a step-by-step guide with all the factors to consider, from equipment needed to performance expectations to legal liability.
Tag(s): supportworld, collaboration, communications skills, communications technology
March 16, 2021

 
Siloing IT can lead to siloed solutions for your business. Instead, your IT department should be empowered to holistically examine every step of the process of employee and customer interactions to come up with the best tools to help things run smoothly.
Tag(s): supportworld, collaboration, communications skills, communications technology
March 15, 2021

 
An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Tag(s): supportworld, agile, business of support, capacity management, cost per ticket
March 3, 2021

 
The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from happening. Here is a look as to why that is, and the steps needed to create a plan to secure your network and your customers’ personal identifying information.
Tag(s): supportworld, automation, compliance, help desk software, process, problem solving and troubleshooting, security management
March 2, 2021

 
Email was first hailed as a way to make communication more instantaneous, but it can’t substitute more immediate forms of communication that allow for back-and-forth discussion. Here is why email falls short in primacy as a communications method, and how to fix its shortcomings.
Tag(s): supportworld, communications skills, communications technology
March 1, 2021

 
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
February 8, 2021

 
These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 5, 2021

 
In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 3, 2021