Data centers have a huge problem, an aging population. Leaders need to find innovative ways to make the field more attractive to a younger workforce.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, leadership
Date Published August 12, 2020 - Last Updated December 10, 2020
It’s no secret that we spend time on a lot of monotonous tasks. Why haven’t we automated everything away?
Tag(s): supportworld, automation, workforce enablement, ITSM, service desk, service management
Date Published August 11, 2020 - Last Updated December 10, 2020
An effective problem management practice can bring improved reliability, higher service quality, and enhanced confidence and trust in the IT organization.
Tag(s): supportworld, service management, problem management
Date Published August 6, 2020 - Last Updated December 10, 2020
Knowledge management is about more than process improvement. The real value comes from a better understanding of our customers, employees, and our services.
Tag(s): supportworld, knowledge management, ITSM, service management
Date Published August 5, 2020 - Last Updated December 10, 2020
Jason Wischer shares leadership ideas to help you connect with people to drive engagement and collaboration in a service and support organization.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, service desk, support center
Date Published August 4, 2020 - Last Updated December 10, 2020
When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Tag(s): supportworld, workforce enablement, customer service, customer experience
Date Published July 30, 2020 - Last Updated December 10, 2020
For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
Date Published July 29, 2020 - Last Updated December 10, 2020
Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Tag(s): supportworld, metrics and measurements, service desk, customer satisfaction
Date Published July 28, 2020 - Last Updated December 10, 2020
Consider these insights from business leaders and CIOs as we turn the corner toward the “new normal.”
Tag(s): supportworld, technical support, service management, business of support, leadership, workforce enablement
Date Published July 21, 2020 - Last Updated December 10, 2020
We need great leadership to make any organization not only float but also be successful. But great leaders also need to understand the importance of participation.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
Date Published July 16, 2020 - Last Updated December 10, 2020