Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, agile, business alignment, change management
Date Published June 20, 2018 - Last Updated December 13, 2018
Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Tag(s): workforce enablement, workforce enablement, support center, supportworld, training
Date Published June 19, 2018 - Last Updated December 13, 2018
For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Tag(s): supportworld, knowledge management, KCS, service management, ITSM
Date Published June 13, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
Date Published June 12, 2018 - Last Updated December 13, 2018
Enterprise services such as HR, payroll, and facilities have an opportunity to build upon the proven best practices of IT service management.
Tag(s): supportworld, service management, ITSM, support center
Date Published June 7, 2018 - Last Updated December 13, 2018
Leverage techniques borrowed from tactical military operations to reduce knowledge hoarding and increase knowledge sharing.
Tag(s): supportworld, knowledge management, KCS, service management, workforce enablement, workforce enablement
Date Published June 6, 2018 - Last Updated December 13, 2018
Support center analysts and technicians can be tempted to mark tickets resolved without waiting for the customer to acknowledge that their issue has, in fact, been resolved.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, technical support
Date Published June 5, 2018 - Last Updated December 13, 2018
Develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.
Tag(s): supportworld, service management, knowledge management, KCS
Date Published May 31, 2018 - Last Updated December 13, 2018
Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Tag(s): supportworld, service management, ITSM, automation
Date Published May 30, 2018 - Last Updated December 13, 2018
Follow these steps to map the incident management process and drive real organizational change that sticks.
Tag(s): supportworld, service management, incident management, ITSM
Date Published May 24, 2018 - Last Updated December 13, 2018