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The Latest from SupportWorld

Tech Support Confessions, Part 3

Ready for more Tech Support Confessions? I thought so! In this week's installment, your peers share their observations about great leaders and challenging coworkers, job stress and career frustration, and communication and chicken wings (together, at last!).
Date Published September 29, 2016 - Last Updated December 15, 2016

Reinventing the Support Center War Room

What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Date Published September 28, 2016 - Last Updated December 15, 2016

#HDIchat Recap: Have You Rolled Out Windows 10? When Will You?

In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Date Published September 27, 2016 - Last Updated December 15, 2016

Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive

Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Date Published September 26, 2016 - Last Updated December 15, 2016

Good Customer Service and Good Security

Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and customer service and support (to assist) are often at direct odds.
Date Published September 21, 2016 - Last Updated December 15, 2016

Level 0.5: Automation and Support

Automation could potentially move more of the repetitive work out of Level 1 and allow tech support analysts to take on more complex tickets.
Date Published September 15, 2016 - Last Updated December 15, 2016

There Is More Than One Way to Do Problem Management

Problem management doesn’t have to be complicated, and there is no wrong way of doing it, as long as it functions well and provides for the outcomes expected.
Date Published September 14, 2016 - Last Updated December 1, 2017

#HDIchat Recap: Which Skills Are You Looking for When You Hire for the Support Center?

In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Date Published September 13, 2016 - Last Updated December 15, 2016

#HDIchat Recap: What Role Does the Service Desk Play in Information Security?

In last week's #HDIchat, participants discussed the role of the service desk in information security.
Date Published September 13, 2016 - Last Updated December 15, 2016

Metrics: The Effects of Shift-Left

If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Date Published September 12, 2016 - Last Updated December 15, 2016