An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Tag(s): supportworld, agile, business of support, capacity management, cost per ticket
March 3, 2021
The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from happening. Here is a look as to why that is, and the steps needed to create a plan to secure your network and your customers’ personal identifying information.
Tag(s): supportworld, automation, compliance, help desk software, process, problem solving and troubleshooting, security management
March 2, 2021
Email was first hailed as a way to make communication more instantaneous, but it can’t substitute more immediate forms of communication that allow for back-and-forth discussion. Here is why email falls short in primacy as a communications method, and how to fix its shortcomings.
Tag(s): supportworld, communications skills, communications technology
March 1, 2021
In a turbulent year, the last thing you need is high turnover at your IT service and support desks. Here are some strategies to help employees feel they can do meaningful work. If employed correctly, these ideas likely will lead to a win-win situation for employees and clients.
Tag(s): supportworld, culture, employee satisfaction, employee engagement, multichannel support
February 24, 2021
Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
February 23, 2021
We’ve read through many worthy applications from the world of IT service and support organizations, and are pleased to announce who has made it to the second round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Tag(s): supportworld, culture
February 22, 2021
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Tag(s): supportworld, service desk, service management, business value, culture, employee satisfaction, diversity
February 17, 2021
If remote work is going to be a long-haul proposition, we must find new and sustainable ways to ensure our team stays connected and the work is sustainable and fulfilling. Here are three suggestions for how to make that possible.
Tag(s): supportworld, communications skills, community, employee engagement
February 16, 2021
There is no one-size-fits-all approach to ITSM, but there are ways to consider how to build the best ITSM processes for your organization. Here are some suggestions to consider as you build out the processes that will provide your organization with long-term success.
Tag(s): supportworld, service quality, service management, change management, practices
February 15, 2021
A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Tag(s): supportworld, service quality, service desk, service management, best practice, change management, communications skills
February 9, 2021