Self-service is a top strategy for many service businesses. But the rush to offer self-service technologies comes with major obstacles and risks.
Tag(s): customer experience, service management, IT service management, ITSM, self-service, supportworld
Date Published March 2, 2017 - Last Updated December 6, 2017
HDI research shows that team relationships are the most important factor in employee satisfaction. What are you doing to improve team relationships?
Tag(s): hdichat, supportworld, workforce enablement, workforce enablement, team building, leadership
Date Published March 2, 2017 - Last Updated April 19, 2019
If you don’t get all the stakeholders in the room to determine requirements, that ITSM tool you are buying may only serve to frustrate other groups within IT.
Tag(s): supportworld, service management, desktop support, ITSM, IT service management, IT Service Management - ITSM, tools
Date Published February 28, 2017 - Last Updated December 6, 2017
Many people enter the work force lacking the basic fundamentals required to effectively troubleshoot and diagnose problems. They need to be taught how.
Tag(s): supportworld, workforce enablement, support center, service management, problem solving and troubleshooting
Date Published February 23, 2017 - Last Updated December 6, 2017
Identify areas where your training could be more realistic and more closely aligned to the support center workplace context.
Tag(s): supportworld, training, support center, workforce enablement, employee engagement
Date Published February 22, 2017 - Last Updated December 6, 2017
Knowledge management can be a tough sell. Managers wonder whether it’s worth the time and effort. Analysts worry they can easily be replaced if they document their knowledge.
Tag(s): supportworld, knowledge management, KCS, KM, support center, service management
Date Published February 21, 2017 - Last Updated April 19, 2019
As technology changes and the work of desktop support shifts, the metrics we report might represent something different from before.
Tag(s): supportworld, desktop support, metrics and measurements
Date Published February 15, 2017 - Last Updated December 6, 2017
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Tag(s): supportworld, governance, business value, ITSM, project management
Date Published February 14, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Tag(s): supportworld, support operations, support center, technology, problem management, knowledge management, metrics and measurements, hdichat
Date Published February 13, 2017 - Last Updated December 6, 2017
If you want customers to trust you, you can develop that trust by speaking to them in a natural, human way.
Tag(s): customer experience, customer service, supportworld, people
Date Published February 9, 2017 - Last Updated April 19, 2019