The priorities of other departments may not always align with IT’s big picture, but keeping stakeholders happy is worth the effort.
Tag(s): supportworld, communications skills, customer service
May 31, 2022

IT service involves on-the-fly interactions, so training should include opportunities to practice these improvisational interactions.
Tag(s): supportworld, communications skills, customer service
May 24, 2022

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

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

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
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