If you don’t address the underlying concerns users may have with tech in general, no tech fix will be complete.
Tag(s): supportworld, customer service, employee engagement
May 3, 2022
IT service and support teams are working to create a more customized experience for end users. Here is how to do it.
Tag(s): best practice, supportworld, self-service
March 21, 2022
Communication skills training is just as important as process and procedures for support center analysts.
Tag(s): supportworld, training, customer service, customer experience
March 18, 2022
IT self service holds a lot of promise, but only if it meets the needs of your end user. Here are some tips for how to make that happen.
Tag(s): best practice, supportworld, self-service
March 15, 2022
An IT service veteran weighs the pros and cons of investing resources into this hot, new technology, and feels the picture for the road ahead may not be fleshed out in 3D.
Tag(s): best practice, business intelligence, business of support, change management, customer experience, supportworld
January 17, 2022
The sky didn’t fall when your team was sent home to work. Now, employers must provide true options for those who want to WFH and those who want to RTO.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
January 11, 2022
Simple surveys may mask deeper problems in your IT service process. Here is a method to ensure the best experience every time.
Tag(s): best practice, business intelligence, business of support, customer experience, customer satisfaction, supportworld
January 10, 2022
A step-by-step process for how to make this self-service revolution more than just a theory. It starts with knowing your customers and your workforce.
Tag(s): best practice, self-service, self-service tools, supportworld
January 6, 2022
Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Tag(s): supportworld, service management, best practice, relationship
December 14, 2021
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
December 6, 2021