Mobile devices are the new PCs. Employees are increasingly using them as their primary work devices and, consequently, BYOD programs are becoming more deeply embedded in the workplace. Mobile support continues to challenge service desk organizations with raised...

Tag(s): process, mobile device support, mobility, technology, technical support

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

 

Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer...

Tag(s): desktop support, webinars, process-improvement, process

 
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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

 

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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

 

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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

 
Have you ever wondered why things are the way they are? Who defines the structure of an organization or, in this case, an entire industry? And just because it is that way now, who says that it needs to remain the same? Everything changes, and I think the time to change the way we structure our...
Tag(s): desktop support, people, workforce enablement

 

More and more students are taking advantage of online college resources,...

Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, 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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In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they...

Tag(s): webinars, customer-service-week, customer service, technical support