If support center staff can provide support through remote control, does that mean that desktop support only responds when remote control can’t be used to resolve the issue?
Tag(s): desktop support, future of support, process management, self-service, service desk, support center, supportworld, trends
Date Published January 12, 2017 - Last Updated December 6, 2017
Writing SOPs is often considered a mundane, tedious job, but it doesn’t have to be. Doug Tedder shares guiding principles for writing effective SOPs.
Tag(s): process management, practices and processes, service management, support operations, supportworld
Date Published January 11, 2017 - Last Updated December 6, 2017
Mobility is accelerating business expectations of the service management professional like never before.
Tag(s): change management, mobility, service management, supportworld
Date Published January 10, 2017 - Last Updated December 6, 2017
Often, tech support initiatives require approval from senior management. How do support managers make the case?
Tag(s): business of support, business value, hdichat, leadership, service management, supportworld
Date Published January 9, 2017 - Last Updated December 6, 2017
Getting funded and approved for additional staff, new software tools, or other expenditures for the support center can be challenging.
Tag(s): supportworld, tools, support center, service management, RESOURCES, costs, business value
Date Published January 5, 2017 - Last Updated December 6, 2017
SLAs and metrics are important, but they should not be substituted for business goals.
Tag(s): metrics and measurements, service level agreement, supportworld, business alignment, first call resolution
Date Published January 5, 2017 - Last Updated December 6, 2017
Has your team overcome some challenges? Have you achieved any milestones? What was one big achievement for the team in 2016?
Tag(s): teamwork, supportworld, support center, workforce enablement
Date Published January 5, 2017 - Last Updated December 6, 2017
The holidays can pose a challenge for support managers who need to have adequate staff available, but also need to accommodate vacation requests and holiday closures and time off.
Tag(s): supportworld, staffing, service management
Date Published January 4, 2017 - Last Updated December 6, 2017
Effective communication, a binding trust, and engaged employees leads to positive results for not only your support center, but the entire organization.
Tag(s): culture, employee engagement, leadership, people, support center, team building, teamwork, supportworld, workforce enablement
Date Published January 4, 2017 - Last Updated December 6, 2017
Self-service gives your customers the power to solve their simple problems quickly and easily. But what if people try to use your self-service and fail?
Tag(s): customer experience, supportworld, self-service, service desk, service management
Date Published January 3, 2017 - Last Updated December 6, 2017