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The Latest from SupportWorld
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Tag(s): future of support, customer experience, supportworld
Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs better than others, providing not just business value but a partnership based on common goals. However, what holds...
Tag(s): service desk, support industry, supportworld
When Hurricane Katrina crashed upon the Gulf Coast in 2005, the IS organization at Our Lady of the Lake Regional Medical Center, operated by the Franciscan Missionaries of Our Lady Health System (FMOLHS), sprang into full disaster mode, mustering the troops in its Baton Rouge data center to keep...
Tag(s): business continuity, business continuity planning, disaster recovery, teamwork, supportworld
Customer surveys enable us to validate our assumptions about the “voice of the customer,” and they give us feedback we can use to accelerate our design, development, or refinement of services to effectively and continually meet our customers’ needs. But collecting meaningful survey data is ...
Tag(s): customer service, customer survey tools, ITIL, supportworld
When it comes to knowledge management and Knowledge-Centered Support best practices, Coveo has a decided edge. They have robust tools, which they create. But without the philosophy, culture, and processes infused throughout their company ...
Tag(s): knowledge management, KCS, supportworld
Having an understanding of the key parts of project planning is critical to the success of any support team. There are two key elements of project management: people and process. Each element has ...
Tag(s): desktop support, problem management, supportworld
Does your desktop support organization have more generalists or more specialists? Desktop support teams have to adapt and evolve along with the technology and workload that they support, and ...
Tag(s): desktop support, supportworld
Knowledge management is a hot topic in our industry, with more and more organizations making it a priority each year. And as with any enterprise initiative, such as ITIL, outsourcing, or any number of equally dynamic implementations, it’s success depends on the participation and buy-in of the...
Tag(s): KCS, KM, knowledge management, supportworld
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and growing quickly. But this doesn’t mean that IT management and business service management are going to go away; these...
Tag(s): maturity models, supportworld