We all have received a crash course in the problems that may arise with a sudden shift to working remotely. Here is a step-by-step guide with all the factors to consider, from equipment needed to performance expectations to legal liability.
Tag(s): supportworld, collaboration, communications skills, communications technology
Date Published March 16, 2021 - Last Updated December 16, 2021
Siloing IT can lead to siloed solutions for your business. Instead, your IT department should be empowered to holistically examine every step of the process of employee and customer interactions to come up with the best tools to help things run smoothly.
Tag(s): supportworld, collaboration, communications skills, communications technology
Date Published March 15, 2021 - Last Updated December 16, 2021
Leadership requires looking in the mirror and evaluating what you’re doing well and what you need to improve. In this article, we take a look through the tough questions leaders need to ask, and why sometimes we fail to ask them.
Tag(s): supportworld, service quality, service desk, service management, change management, practices
Date Published March 10, 2021 - Last Updated February 11, 2021
To many outside of the IT department, the service desk is there for when things go wrong. Here is a plan to make sure those within your organization know the value of the service desk, and think to loop IT stakeholders on key decisions.
Tag(s): supportworld, communications skills, focus, service desk, service desk technology
Date Published March 10, 2021 - Last Updated December 16, 2021
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
Date Published March 3, 2021 - Last Updated December 16, 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
Date Published March 2, 2021 - Last Updated March 12, 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
Date Published March 1, 2021 - Last Updated March 12, 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
Date Published February 24, 2021 - Last Updated March 12, 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
Date Published February 23, 2021 - Last Updated February 19, 2021
We’ve reviewed many worthy applications from the world of IT service and support and we're pleased to announce who has made it to the finalist round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Tag(s): supportworld, culture
Date Published February 22, 2021 - Last Updated January 20, 2023