Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Tag(s): supportworld, support center, support operations, value-add, business value, costs, tools
Date Published June 22, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
Date Published June 7, 2017 - Last Updated December 6, 2017
John Custy was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates John to be involved in the community.
Tag(s): supportworld, service management, knowledge management, KCS, technical support, ITSM, ITIL, lean, devops, agile
Date Published June 6, 2017 - Last Updated December 6, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
Date Published May 23, 2017 - Last Updated December 6, 2017
It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.
Tag(s): desktop support, support center, supportworld, forums, forums-desktop, forums-sclf
Date Published May 17, 2017 - Last Updated December 6, 2017
Karen Ferris was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Karen to be involved in the community.
Tag(s): supportworld, service management, change management, leadership
Date Published May 16, 2017 - Last Updated December 6, 2017
What kind of work would you expect from someone if they accepted that their work was inherently less valuable and advancement was a myth?
Tag(s): supportworld, workforce enablement, leadership, desktop support
Date Published May 9, 2017 - Last Updated December 6, 2017
Roy Atkinson was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Roy to be involved in the community.
Tag(s): supportworld, desktop support, service management, customer experience, community, leadership
Date Published May 4, 2017 - Last Updated December 6, 2017
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Tag(s): supportworld, technical support, research, business of support
Date Published April 26, 2017 - Last Updated April 19, 2019
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
Date Published April 19, 2017 - Last Updated December 6, 2017