Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Tag(s): supportworld, support operations, employee satisfaction, people, industry report, research
Date Published November 15, 2016 - Last Updated April 19, 2019
Where do you spend your time in the support center? If you are a manager and doing too much operational work, you might be neglecting to build a strategy for your team.
Tag(s): service strategy, support center, support operations, supportworld
Date Published November 10, 2016 - Last Updated December 15, 2016
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Tag(s): workforce enablement, supportworld, training, return on investment - ROI, hdi conference, fusion conference, business value
Date Published November 9, 2016 - Last Updated December 1, 2017
In last week's #HDIchat, participants discussed the metrics their organizations track and why.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics
Date Published November 8, 2016 - Last Updated December 15, 2016
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Tag(s): KPI, metrics and measurements, performance management, reporting, service desk, support center, support operations, supportworld, workforce enablement
Date Published November 8, 2016 - Last Updated April 19, 2019
Knowledge management (KM) is a touchy subject in the world of support. Many organizations struggle with it, and far fewer have managed to create a mature KM process.
Tag(s): KM, knowledge management, KCS, supportworld
Date Published November 3, 2016 - Last Updated April 19, 2019
If you manage a service desk, will need to do some hiring, replacing, or backfilling of employees with new hires. When hiring new employees, there are many different routes to getting them on calls.
Tag(s): support operations, staffing, supportworld, training, workforce enablement
Date Published November 2, 2016 - Last Updated April 19, 2019
Sooner or later, it happens, even in the best support centers. Anyone in a customer-facing position has come to grips with being contacted by an angry customer.
Tag(s): customer service, customer experience, supportworld
Date Published October 27, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Tag(s): balanced scorecard, business alignment, KPI, metrics and measurements, support center, supportworld
Date Published October 26, 2016 - Last Updated April 19, 2019
Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Tag(s): business value, customer service, supportworld
Date Published October 25, 2016 - Last Updated April 19, 2019