Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
Date Published August 9, 2018 - Last Updated December 13, 2018
There is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM.
Tag(s): supportworld, service management, ITSM, devops
Date Published August 8, 2018 - Last Updated December 13, 2018
Learn how a scorecard-based service management roadmap can help you measure and then manage your continuous service improvement (CSI) activities.
Tag(s): supportworld, metrics and measurements, service management, continual service improvement, balanced scorecard
Date Published August 7, 2018 - Last Updated December 13, 2018
When you re-focus customer service to play a strategic role in the larger customer experience, the benefits to both are tremendous.
Tag(s): supportworld, customer experience, customer service
Date Published August 1, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
Date Published July 31, 2018 - Last Updated December 13, 2018
Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Tag(s): supportworld, support center, service management, workforce enablement, knowledge management, KCS
Date Published July 26, 2018 - Last Updated December 13, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
Date Published July 25, 2018 - Last Updated December 13, 2018
How to design service portals and service catalogs so people will use them.
Tag(s): supportworld, customer experience, service catalog
Date Published July 24, 2018 - Last Updated December 13, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
Date Published July 18, 2018 - Last Updated December 13, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
Date Published July 17, 2018 - Last Updated December 13, 2018