Hording of institutional knowledge can create a single point of failure when people leave the service desk.
Tag(s): supportworld, service management, workforce enablement, workforce enablement, knowledge management, KCS, incident management, problem management, root cause analysis
January 17, 2019
If you want to build a great team, start with one person at a time.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
January 16, 2019
Roy illustrates why ratios don’t work for determining staffing levels.
Tag(s): supportworld, staffing, metrics and measurements, research, community
January 15, 2019
To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
January 14, 2019
With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Tag(s): supportworld, service management, technology, ITSM, IT service management
January 9, 2019
Comprehending the information taught in a training class can give you a false sense of security. Applying the concepts learned takes more work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
January 8, 2019
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
January 4, 2019
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
January 3, 2019
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
December 26, 2018
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
December 19, 2018