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The Latest from SupportWorld
When employees feel respected and validated – even in times of dramatic change and socially acceptable incivility – those employees serve customers and the company exceptionally well.
Date Published November 10, 2020 - Last Updated November 9, 2020
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee experience fail miserably because IT leaders don’t have the right data to deliver what an organization needs. Here is how to change that.
Date Published November 9, 2020 - Last Updated November 17, 2020
Many organizations are starting to evaluate all the components that make up their operational model. It’s more important than ever to align your IT service mission with immediate and longterm objectives within your organization, and demonstrate that alignment to stakeholders.
Date Published November 3, 2020 - Last Updated November 2, 2020
The brain learns quicker and better when the learner is comfortable, so it pays to invest in making your trainees comfortable and open to learning. Here are some strategies to put learners at ease that can make training sessions more successful.
Date Published November 3, 2020 - Last Updated October 30, 2020
Changes in scope of Service Asset and Configuration Management (SACM) can support organizations to shift rapidly to remote work when the next pandemic or disaster strikes. This is the final part of the “Bringing Service Home” series, which focuses on ways to operate IT service remotely.
Date Published November 2, 2020 - Last Updated October 30, 2020
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Date Published October 28, 2020 - Last Updated October 30, 2020
Our team, our clients, and our organization are likely facing an unprecedented amount of stress during these turbulent times. Here are some tips for how team leaders can help a workforce to strengthen the characteristics that will see them through upheaval.
Date Published October 27, 2020 - Last Updated October 23, 2020
As part of our Metric of the Month series, MetricNet highlights how to measure how true artificial intelligence will help alleviate ticket volume, and free up the service team from commodity support. Now that true machine learning is possible, AI has the potential to revolutionize IT service.
Date Published October 26, 2020 - Last Updated November 2, 2020
Make an effort to understand the culture and conditions on the ground where your workforce is located, and communicate regularly. Here are a few concrete steps you can take now to make the world a little smaller for your team.
Date Published October 20, 2020 - Last Updated October 23, 2020
Too often, metrics that are considered sacred were put in place to please a forgotten stakeholder or because they came out of the box. Here’s how to revise your approach to find and create KPIs that measure what’s needed to be measured and point the way toward key goals.
Date Published October 20, 2020 - Last Updated October 23, 2020