A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Tag(s): supportworld, service desk, continual service improvement, business value, support center, service management, customer experience
December 28, 2020
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
December 26, 2020
Phyllis Drucker offers a bit of help identifying IT improvements that will take your service up a notch.
Tag(s): supportworld, service management, customer experience, framework and methodologies, desktop support
December 22, 2020
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
December 21, 2020
Change management should focus less on outputs and more on the desired outcomes the organization requires of change.
Tag(s): supportworld, service management, change management, business value, agile, devops, ITIL
December 17, 2020
Inclusion is not just a box to be checked off for a public relations advantage. A diverse and inclusive workforce offers advantages to the bottom line for a business. Learn how to enlist frontline workers for the best results with any inclusion initiative.
Tag(s): supportworld, communications skills, customer service, ethics, people, best practice, collaboration
December 16, 2020
At a time when so much is unknown, it is more vital than ever to strengthen the leadership skills that can help you steer your team through murky waters. Here are three concepts of leadership to consider as you retool for 2021.
Tag(s): supportworld, best practice, quality management, professional development, project management, relationship, communications skills
December 8, 2020
An overview of how to construct training that meets your company’s specific needs and budget, with tips on how to get approval for the program, how to work within a tight budget, and what alternatives to consider to the traditional outside trainer.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
December 7, 2020
The only way for managers to help their team stay engaged is to stay engaged themselves. Here are some suggestions for ways to keep the batteries recharged in the face of so many demands on your time as a team leader.
Tag(s): supportworld, best practice, culture, employee engagement, performance management, process management, professional development, project management
December 2, 2020
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Tag(s): supportworld, service quality, business intelligence, change management, communications skills, customer service, ethics, incident management, people, problem management
December 1, 2020