IT service involves on-the-fly interactions, so training should include opportunities to practice these improvisational interactions.
Tag(s): supportworld, communications skills, customer service
Date Published May 24, 2022 - Last Updated 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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
Date Published May 3, 2022 - Last Updated 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 1 Year, 348 Days, 19 Hours, 55 Minutes ago

 
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 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 1 Year, 40 Days, 19 Hours, 19 Minutes ago

 
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 2 Years, 75 Days, 19 Hours, 12 Minutes ago