Understand why continual service improvement efforts are often abandoned after initial success and how to successfully integrate CSI activities into normal operations.
Tag(s): supportworld, service management, continual service improvement, process-improvement, practices and processes, methodology, framework and methodologies
Date Published September 27, 2019 - Last Updated December 17, 2019
Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Tag(s): supportworld, metrics and measurements, workforce enablement, workforce enablement
Date Published September 25, 2019 - Last Updated December 17, 2019
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Tag(s): supportworld, support center, customer experience, desktop support, mobile device support
Date Published September 24, 2019 - Last Updated December 17, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
Date Published September 23, 2019 - Last Updated December 17, 2019
For every service desk ticket you receive, there is a story that represents the customer journey.
Tag(s): supportworld, customer experience, service desk, support center
Date Published September 19, 2019 - Last Updated December 17, 2019
How one person with customer service experience enhanced his career with software and technical support skills.
Tag(s): supportworld, workforce enablement, support center, customer experience, customer service
Date Published September 18, 2019 - Last Updated December 17, 2019
Use these strategies to keep your team working together and moving toward a common goal.
Tag(s): supportworld, leadership, workforce enablement, workforce enablement, team building, teamwork
Date Published September 17, 2019 - Last Updated December 17, 2019
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Tag(s): supportworld, service management, workforce enablement, support center, metrics and measurements, desktop support, customer experience, technology
Date Published September 16, 2019 - Last Updated December 17, 2019
Learn how service management platforms are using predictive analytics to enhance service operations.
Tag(s): supportworld, service management, ITSM, metrics and measurements
Date Published September 13, 2019 - Last Updated December 17, 2019
You need to understand the nuances between being transparent and having effective communication.
Tag(s): supportworld, customer experience, support center, ITSM
Date Published September 11, 2019 - Last Updated December 17, 2019