The typical channel mix for service desks is evolving, potentially reducing costs for your organization.
Tag(s): supportworld, metrics and measurements, support channels, support center
Date Published January 24, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
Roy Atkinson interviews Fancy Mills to discuss the value of training to both the individual and the organization, new ventures for HDI, and more.
Tag(s): supportworld, support center, service management, training, workforce enablement, community, podcast
Date Published January 23, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
Hording of institutional knowledge can create a single point of failure when people leave the service desk.
Tag(s): supportworld, service management, workforce enablement, workforce enablement, knowledge management, KCS, incident management, problem management, root cause analysis
Date Published January 17, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
If you want to build a great team, start with one person at a time.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
Date Published January 16, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
Roy illustrates why ratios don’t work for determining staffing levels.
Tag(s): supportworld, staffing, metrics and measurements, research, community
Date Published January 15, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
Date Published January 14, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Tag(s): supportworld, service management, technology, ITSM, IT service management
Date Published January 9, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
Comprehending the information taught in a training class can give you a false sense of security. Applying the concepts learned takes more work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
Date Published January 8, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
Date Published January 4, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
Date Published January 3, 2019 - Last Updated 4 Years, 103 Days, 7 Hours, 26 Minutes ago