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
Date Published March 21, 2022 - Last Updated January 20, 2023
Communication skills training is just as important as process and procedures for support center analysts.
Tag(s): supportworld, training, customer service, customer experience
Date Published March 18, 2022 - Last Updated 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
Date Published March 15, 2022 - Last Updated January 20, 2023
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
Date Published January 11, 2022 - Last Updated January 20, 2023
Best of HDI in 2022 - #9: HDI Thought Leader and Featured Contributor Nancy Louisnord shares a step-by-step process for how to make this self-service revolution more than just a theory.
Tag(s): self-service, self-service tools, supportworld
Date Published January 6, 2022 - Last Updated January 20, 2023
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
Date Published December 14, 2021 - Last Updated January 20, 2023
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
Date Published December 6, 2021 - Last Updated January 20, 2023
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
Date Published December 2, 2021 - Last Updated December 16, 2021
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated December 16, 2021
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
Date Published December 2, 2021 - Last Updated January 20, 2023