Many organizations treat the service desk very much like a collection of bots.
Tag(s): supportworld, workforce enablement, technology, automation, support center, service desk
Date Published November 21, 2019 - Last Updated December 17, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
Date Published November 19, 2019 - Last Updated December 17, 2019
Roy Atkinson talks with Julie Mohr about disruption, building a chatbot, and the need for knowledge management.
Tag(s): supportworld, service management, knowledge management, technology, customer experience
Date Published November 14, 2019 - Last Updated December 17, 2019
Make your self-service portal something customers actually want to use.
Tag(s): supportworld, support center, customer service, customer experience, self-service
Date Published November 13, 2019 - Last Updated December 17, 2019
The key to support in this era of digital transformation is being able to help customers wherever they are, on any device and from any location.
Tag(s): supportworld, service desk, support center, customer experience, customer service
Date Published November 6, 2019 - Last Updated December 17, 2019
There is no one right way to create a categorization scheme, but there are ways to make the process work for your organization.
Tag(s): supportworld, service management, incident management, process
Date Published November 5, 2019 - Last Updated February 16, 2024
How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
Date Published October 30, 2019 - Last Updated December 17, 2019
Strategic thinking helps leaders to turn good teams into high-performing teams by fostering belief in a common purpose.
Tag(s): supportworld, leadership, workforce enablement, workforce enablement, team building
Date Published October 29, 2019 - Last Updated December 17, 2019
The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
Date Published October 28, 2019 - Last Updated December 17, 2019
Use student workers to augment your tech support staff and better serve your customers.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service desk, customer experience, customer service
Date Published October 23, 2019 - Last Updated December 17, 2019