Do you allow for a ticket status that will stop the SLA clock? How do you manage this?
Tag(s): supportworld, service management, SLA, FAQ
December 6, 2018
We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Tag(s): supportworld, technology, technical support, automation
December 4, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
November 30, 2018
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Tag(s): supportworld, service management, automation, tools, technical support, service desk technology
November 29, 2018
For this Metric of the Month, Jeff Rumburg looks at user self-service, the percentage of incidents that are resolved without the assistance of a live agent.
Tag(s): supportworld, metrics and measurements, service management, self-service
November 28, 2018
Roy Atkinson talks with Gregg Gregory to discuss teams, teambuilding, and leadership.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
November 27, 2018
Automating code release along with early communication and planning help lower risk and reduce bureaucracy for change management.
Tag(s): supportworld, service management, change management, ITSM
November 20, 2018
Deliver a positive employee experience through a data-focused service desk.
Tag(s): supportworld, metrics and measurements, service management, tools
November 19, 2018
Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Tag(s): supportworld, metrics and measurements, ITSM, service management
November 15, 2018
Your team’s service delivery should include a continuous improvement cycle that asks if you are providing the right service now and for the future.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, leadership, customer service
November 14, 2018