Dashboards provide a visual representation of support center performance data, and the design is important for sharing business-critical information.
Tag(s): balanced scorecard, business intelligence, dashboards, KPI, metrics and measurements, performance management, Reporting and Analytics, reporting-and-analytics, reporting, service management, support center, supportworld, tools
Date Published November 17, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 13 Minutes ago
A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Tag(s): agile, best practice, business value, ITIL, service desk, service management, support center, supportworld
Date Published November 10, 2015 - Last Updated 4 Years, 345 Days, 12 Hours, 9 Minutes ago
It is essential to carefully plan the proof-of-concept phase to ensure an ITSM tool meets enterprise needs.
Tag(s): business alignment, collaboration, IT service management, ITSM, KPI, IT Service Management - ITSM, service level agreement, SLA, supportworld, tools, service management
Date Published November 3, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 14 Minutes ago
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, supportworld, tools, training, metrics and measurements
Date Published October 26, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 14 Minutes ago
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Tag(s): business value, chat, customer experience, desktop support, mobility, multichannel support, self-service, service level agreement, service strategy, support center, support channels, supportworld, technical support, value-add, workforce enablement, customer service
Date Published October 20, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 14 Minutes ago
Millennials desire a flexible work schedule like no generation before. Because of this, hiring and employing Millennials may seem like a challenging task.
Tag(s): employee engagement, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement, supportworld
Date Published October 13, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 14 Minutes ago
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
Date Published October 8, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 16 Minutes ago
Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, supportworld, workforce enablement, workforce enablement
Date Published October 1, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 15 Minutes ago
The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Tag(s): supportworld, customer experience, support center, workforce enablement, cloud computing, internet of things
Date Published September 22, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 15 Minutes ago
DevOps is an approach to development and operations, integrating both teams into the overall process with the aim of more rapid deployments.
Tag(s): collaboration, devops, supportworld
Date Published September 22, 2015 - Last Updated 7 Years, 323 Days, 13 Hours, 15 Minutes ago