Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss how to change your hiring process and recruitment process to find people who have some IT skills and versatility, and provide a strong customer experience.
Tag(s): supportworld, culture, contracting, customer experience, diversity, human resources
Date Published May 11, 2021 - Last Updated July 26, 2021
Agile is a simple and ingenious concept through continuous incremental improvement through small and frequent releases. You see Agile in work every day, and Manuel Palachuk walks you through one well-known example as he begins to explain its value to IT service and support.
Tag(s): supportworld, culture, agile
Date Published May 10, 2021 - Last Updated July 26, 2021
When a leader’s work life and home life collided during the pandemic, she realizes that her parental skills and her managerial skills often overlap. Here’s what she learned from the experience after a year leading from the home office.
Tag(s): supportworld, culture
Date Published May 3, 2021 - Last Updated July 26, 2021
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Tag(s): supportworld, best practice, business continuity, business of support, customer service, security management
Date Published April 28, 2021 - Last Updated July 26, 2021
Recently, Michael Hanson has been sharing his wisdom of the best practices to help continual process improvement be successful. In this article, he details SIPOC (+CM), Pareto sheets, decision matrices, and Failure Mode Effects Analysis, giving a good overview of each.
Tag(s): supportworld, culture, continual service improvement
Date Published April 26, 2021 - Last Updated December 16, 2021
Do you know your clients’ pain points? Have you walked a mile in their shoes? An analyst suggests that the process of mapping out the customer’s journey can provide critical insight into what can go wrong, and help solve problems before they arise.
Tag(s): supportworld, customer service, customer satisfaction, customer experience
Date Published April 19, 2021 - Last Updated July 26, 2021
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 6, 2021 - Last Updated December 16, 2021
Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues that we need to adapt to be more agile, and train service teams to help cross-sell after fulfilling a customer service request.
Tag(s): supportworld, costs, ITSM, IT service management, business intelligence, business of support, cost models, customer service
Date Published April 5, 2021 - Last Updated July 26, 2021
Every organization needs an IT department, but many smaller orgs can’t afford the cost of the staffing necessary to meet IT needs. Some organizations are employing on-demand, outside help to augment their internal IT needs. Here is a look at the possible advantages of this approach.
Tag(s): supportworld, business value, collaboration, cloud computing, remote support tools, rightsourcing, support industry
Date Published March 23, 2021 - Last Updated December 16, 2021