Automated systems are only as good as the knowledge you provide to them.
Tag(s): automation, supportworld, technology, knowledge management
Date Published May 1, 2018 - Last Updated December 13, 2018
Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business.
Tag(s): metrics and measurements, supportworld
Date Published April 25, 2018 - Last Updated December 13, 2018
Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Tag(s): supportworld, workforce enablement, workforce enablement
Date Published April 23, 2018 - Last Updated December 13, 2018
Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Tag(s): supportworld, service management, support center, incident management, knowledge management, problem management
Date Published April 20, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
Date Published April 19, 2018 - Last Updated December 13, 2018
Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Tag(s): supportworld, training, certification, technical support, workforce enablement, workforce enablement
Date Published April 18, 2018 - Last Updated December 13, 2018
There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Tag(s): supportworld, metrics and measurements, KCS, knowledge management
Date Published April 12, 2018 - Last Updated December 13, 2018
Net promoter score gives you a clear measure of your support organization’s performance from the customer’s perspective.
Tag(s): supportworld, metrics and measurements, customer experience, customer satisfaction
Date Published April 11, 2018 - Last Updated December 13, 2018
The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Tag(s): supportworld, service management, security management, costs, asset management
Date Published April 10, 2018 - Last Updated April 8, 2020
Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Tag(s): supportworld, customer experience, support center
Date Published April 5, 2018 - Last Updated December 13, 2018