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The Latest from SupportWorld

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Single Point of Contact: Rae Ann Bruno

Rae Ann Bruno shares her views about wowing your customer, the value of training, getting metrics right, and more.
Date Published August 18, 2020 - Last Updated February 20, 2024

Announcing the Service and Support Award Winners for 2020

The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Date Published August 13, 2020 - Last Updated January 20, 2023

The Next Generation of Staffing: The Aging Gap

Data centers have a huge problem, an aging population. Leaders need to find innovative ways to make the field more attractive to a younger workforce.
Date Published August 12, 2020 - Last Updated December 10, 2020

Do You Have a Strong Automation Muscle?

It’s no secret that we spend time on a lot of monotonous tasks. Why haven’t we automated everything away?
Date Published August 11, 2020 - Last Updated December 10, 2020

Setting Up a Problem Management Practice

An effective problem management practice can bring improved reliability, higher service quality, and enhanced confidence and trust in the IT organization.
Date Published August 6, 2020 - Last Updated December 10, 2020

One More Time: Why We Should Be Focused on Knowledge

Knowledge management is about more than process improvement. The real value comes from a better understanding of our customers, employees, and our services.
Date Published August 5, 2020 - Last Updated December 10, 2020

Single Point of Contact: Jason Wischer

Jason Wischer shares leadership ideas to help you connect with people to drive engagement and collaboration in a service and support organization.
Date Published August 4, 2020 - Last Updated December 10, 2020

I Can Hear You Smiling: Emotionally Aware Support for Emotionally Exhausting Times

When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Date Published July 30, 2020 - Last Updated December 10, 2020

A Tale of Agile Transformation at the Service Desk

For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Date Published July 29, 2020 - Last Updated December 10, 2020

Metric of the Month: Same Day/Next Day Resolution

Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Date Published July 28, 2020 - Last Updated December 10, 2020
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