We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Tag(s): technology, supportworld
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Tag(s): workforce enablement, incentives, supportworld
For some people, being a leader means being in command of others. However, while it’s true that leaders often end up having the power of command, good leadership starts with internal qualities. A person who is inspirational, understands others, shares powerful ideas, and invests other people...
Tag(s): leadership, supportworld
When budgets are tight, it’s important that you spend money on training that builds the skills you need at the levels you need them.
Tag(s): workforce enablement, workforce enablement, training, supportworld, service desk, support center, framework and methodologies, framework
Overenthusiastic advocates of any initiative often jump into action before thinking things through, but just because one organization saved money by using peer-to-peer support, that doesn’t mean it will work in every organization in the same way.
Tag(s): best practice, community, desktop support, service desk, social networking tools, social IT, supportworld
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Tag(s): customer satisfaction, customer service, desktop support, employee satisfaction, service desk, support center, future of support, supportworld
In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk...
Tag(s): webinars, supportworld, metrics and measurements, reporting-and-analytics
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Tag(s): hdichat, supportworld, support channels
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Tag(s): best practice, continual service improvement, framework and methodologies, KPI, ITSM, IT service management, practices and processes, reporting, reporting-and-analytics, supportworld
Poorly planned, an IT transformation can bring about its own apocalyptic realities seemingly overnight: new processes, new technologies, and new operational behaviors. IT transformations also bring forth people who are confident and competent in the new world, and people who are not. These are...
Tag(s): change management, supportworld