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Featured Resource: Industry Report

2016 Technical Support Practices & Salary Report 

The data reported in the annual Technical Support Practices & Salary Report provides insight into current processes, technologies, metrics, staffing, and salaries in support centers and desktop support. Learn more...

 

Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value

 
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld

 

Remote control capabilities are a cornerstone of any support organization. Research tells us that they're widely used in both the support center and desktop support. In fact, remote control ranked as the number-one “must-have” technology in the

Tag(s): webinars, remote support tools

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld

 

Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...

Tag(s): webinars, workforce enablement, supportworld, remote support tools, people

 
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Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we...
Tag(s): supportworld, webinars, automation, future of support

 
Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the latest and greatest personal devices—like smartphones and tablets—for both business and personal use. The next BYO...
Tag(s): mobility, mobile device support, future of support, trends

 

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We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and...

Tag(s): remote support tools, webinars, virtual support tools, technology, supportworld

 

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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...

Tag(s): supportworld, webinars, remote support tools

Tag(s): supportworld, webinars, asset management, configuration management