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
A shift to team leader requires a new skill set that many people must develop with on-the-job practice. Here are actions to take daily to help develop success in your direct reports, and show that you have what it takes to move up the managerial ladder.
Tag(s): supportworld, culture, communications skills, employee engagement
Date Published March 22, 2021 - Last Updated March 12, 2021
In a turbulent year, the last thing you need is high turnover at your IT service and support desks. Here are some strategies to help employees feel they can do meaningful work. If employed correctly, these ideas likely will lead to a win-win situation for employees and clients.
Tag(s): supportworld, culture, employee satisfaction, employee engagement, multichannel support
Date Published February 24, 2021 - Last Updated March 12, 2021
We’ve reviewed many worthy applications from the world of IT service and support and we're pleased to announce who has made it to the finalist round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Tag(s): supportworld, culture
Date Published February 22, 2021 - Last Updated January 20, 2023
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Tag(s): supportworld, service desk, service management, business value, culture, employee satisfaction, diversity
Date Published February 17, 2021 - Last Updated February 11, 2021
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Tag(s): supportworld, service desk, service management, customer service, ethics, HDI, ITSM, ITIL, leadership
Date Published January 27, 2021 - Last Updated February 19, 2021
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, people
Date Published January 6, 2021 - Last Updated December 23, 2020
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, quality management, metrics and measurements
Date Published January 5, 2021 - Last Updated January 14, 2021
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
Date Published January 4, 2021 - Last Updated December 23, 2020
The savings service desks see from preventing tickets go beyond direct support costs.
Tag(s): supportworld, metrics and measurements, costs, business value, service desk
Date Published December 30, 2020 - Last Updated January 20, 2023