Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Tag(s): supportworld, service management, best practice, relationship
December 14, 2021

 
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
December 6, 2021

 
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

 
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

 
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

 

The pandemic forced a dramatic shift towards digital-first strategies, including how businesses provide tech support to their customers. As the world moves towards a new...

Tag(s): webinars, supportworld, human resources, people, performance management, staffing
December 2, 2021

 

In 2022, enabled by new technologies and driven by customer and employee expectations, organizations are looking to deploy and improve...

Tag(s): webinars, supportworld, human resources, people, performance management, staffing
December 2, 2021

 

Despite all the data that service and support leaders have at their fingertips, many fail to establish realistic performance targets. In fact, while setting performance targets for managing and...

Tag(s): webinars, supportworld, human resources, people, performance management, staffing
December 2, 2021

 
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taking the hard stances to best support a team or a company. Here’s why he thinks courage might be the most important trait in this industry.
Tag(s): supportworld, culture, change management
November 22, 2021

 
Change is hard, especially when human nature creates some very predictable and unreasonable workarounds to a perfectly good change management process. In part two of this series, here are five more pitfalls to change management, and how to do your best to avoid them.
Tag(s): supportworld, culture, change management
November 18, 2021