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The Latest from SupportWorld

#HDIchat Recap: How Have You Improved Customer Service in the Past Year?

How important is customer satisfaction in your organization, and what are you doing to improve the service you deliver?
Date Published January 17, 2017 - Last Updated December 6, 2017

Getting Escalated Issues Addressed

When support center tickets are escalated, delayed, bounced back and forth, and argued over, the end-user is the one who is still suffering degradation of service.
Date Published January 17, 2017 - Last Updated December 6, 2017

Remote Control and the Changing Role of Desktop Support

If support center staff can provide support through remote control, does that mean that desktop support only responds when remote control can’t be used to resolve the issue?

Date Published January 12, 2017 - Last Updated December 6, 2017

So, You Want to Write an SOP?

Writing SOPs is often considered a mundane, tedious job, but it doesn’t have to be. Doug Tedder shares guiding principles for writing effective SOPs.
Date Published January 11, 2017 - Last Updated December 6, 2017

How Mobility Is Changing the Game of Change Management

Mobility is accelerating business expectations of the service management professional like never before.
Date Published January 10, 2017 - Last Updated December 6, 2017

#HDIchat Recap: I Wish Our C-Level Execs Understood _________.

Often, tech support initiatives require approval from senior management. How do support managers make the case?
Date Published January 9, 2017 - Last Updated December 6, 2017

Metrics and SLAs Redux

SLAs and metrics are important, but they should not be substituted for business goals.
Date Published January 5, 2017 - Last Updated December 6, 2017

#HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?

Has your team overcome some challenges? Have you achieved any milestones? What was one big achievement for the team in 2016?
Date Published January 5, 2017 - Last Updated December 6, 2017

#HDIchat Recap: How Do You Convince Senior Management to Invest in Support?

Getting funded and approved for additional staff, new software tools, or other expenditures for the support center can be challenging.
Date Published January 5, 2017 - Last Updated December 6, 2017

#HDIchat Recap: How Do You Staff for the Holidays and Year-End?

The holidays can pose a challenge for support managers who need to have adequate staff available, but also need to accommodate vacation requests and holiday closures and time off.
Date Published January 4, 2017 - Last Updated December 6, 2017