This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management
November 24, 2015
The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld
November 17, 2015
A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Tag(s): agile, best practice, business value, ITIL, service desk, service management, support center, supportworld
November 10, 2015
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, supportworld, tools, training, metrics and measurements
October 26, 2015
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Tag(s): business value, chat, customer experience, desktop support, mobility, multichannel support, self-service, service level agreement, service strategy, support center, support channels, supportworld, technical support, value-add, workforce enablement, customer service
October 20, 2015
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
October 8, 2015
Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, supportworld, workforce enablement, workforce enablement
October 1, 2015
The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Tag(s): supportworld, customer experience, support center, workforce enablement, cloud computing, internet of things
September 22, 2015
Customer service is about common courtesy, artfully delivered. True professionals stand out from the crowd and grow rewarding and satisfying careers.
Tag(s): customer service, customer satisfaction, supportworld
September 1, 2015
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Tag(s): self-service, support center, business of support, future of support, supportworld
June 2, 2015