Many service and support organizations struggle with the ability to make lasting improvements because they don't know how to assess the metrics they report.
Tag(s): supportworld, metrics and measurements
Date Published March 14, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
Date Published March 8, 2018 - Last Updated December 13, 2018
The decision whether to get certified depends on your personal and professional training goals and the needs of the business.
Tag(s): supportworld, training, workforce enablement, workforce enablement, certification, business alignment
Date Published March 7, 2018 - Last Updated December 13, 2018
You can influence the outcomes of your metrics and increase both your customer and employee satisfaction.
Tag(s): supportworld, workforce enablement, customer service, customer experience, customer satisfaction, metrics and measurements
Date Published March 6, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
Date Published March 1, 2018 - Last Updated December 13, 2018
Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Tag(s): supportworld, metrics and measurements, automation
Date Published February 27, 2018 - Last Updated December 13, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
Date Published February 22, 2018 - Last Updated February 1, 2019
IT workflows need a well-thought-out process of categorization, prioritization, escalation, and alerting developed to meet the needs of the business.
Tag(s): supportworld, process management, ITSM, ITIL, service management
Date Published February 21, 2018 - Last Updated December 13, 2018
Automation has the potential to improve IT service and support. But that potential will be realized only if we determine how we are going to apply the technology.
Tag(s): supportworld, technology, automation
Date Published February 20, 2018 - Last Updated December 13, 2018