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The Latest from SupportWorld

No More Nonpologies: Apologize to Customers Like You Mean It

In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Date Published August 15, 2017 - Last Updated January 20, 2023

Turbocharge Your Metrics with Benchmarking!

The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Date Published August 15, 2017 - Last Updated December 6, 2017

Difficult Performance Conversations: The 5 Ws for Success

Whether you are holding a coaching meeting, a monthly one-on-one, or a more difficult conversation, you want both results and to maintain the relationship with the employee.
Date Published August 15, 2017 - Last Updated December 6, 2017

Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2

Take a look at the trends that are shaping the future of service and support.
Date Published August 15, 2017 - Last Updated December 6, 2017

How to Get Your Support Team Obsessed with Service

Customer service expert Jeff Toister suggests three things you can do to get your employees more customer-focused.
Date Published August 15, 2017 - Last Updated December 6, 2017

Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 1

This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Date Published August 15, 2017 - Last Updated December 6, 2017

Metric of the Month: Key Relationships for Service Desk KPIs

Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Date Published August 15, 2017 - Last Updated December 6, 2017

Evaluating Technical Support Models: Tiered Support vs. Swarming, Part 2

For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Date Published August 10, 2017 - Last Updated December 6, 2017

Metric of the Month: Agent Utilization

Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Date Published August 9, 2017 - Last Updated April 19, 2019

Communication Is Always the Key

The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Date Published August 8, 2017 - Last Updated March 23, 2020