Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Tag(s): supportworld, support center, customer experience, metrics and measurements
Date Published April 4, 2018 - Last Updated December 13, 2018
A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Tag(s): supportworld, service management, quality management, workforce enablement, workforce enablement, ITIL
Date Published April 3, 2018 - Last Updated December 13, 2018
Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Tag(s): supportworld, service management, ITSM, IT service management, cloud computing, cloud
Date Published March 29, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated December 13, 2018
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Today's service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued...
Tag(s): supportworld, incident management, webinars
Date Published March 26, 2018 - Last Updated March 27, 2018
Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (help desks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself. The customers...
Tag(s): supportworld, incident management, webinars
Date Published March 26, 2018 - Last Updated September 24, 2021
As technology becomes increasingly critical to businesses and other organizations, speed becomes more and more important. Whether the support organization is delivering on service requests or resolving incidents, there can be negative business impacts: new hires whose equipment...
Tag(s): supportworld, incident management, webinars
Date Published March 26, 2018 - Last Updated September 24, 2021
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Western Kentucky University’s IT division set out to implement KCS, despite previous knowledge management efforts ending in frustration.
Tag(s): supportworld, support center, knowledge management, knowledge-management-systems, KCS, KM
Date Published March 21, 2018 - Last Updated December 13, 2018