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
April 5, 2021

AITSM is a confusing name for a confusing subject, but it’s a way of thinking of which service desks can be automated and which require a human touch. A systemic approach to implementing AI can help improve the customer experience, and make your team more efficient.
Tag(s): supportworld, technical support, technology, cost per ticket, costs, ITSM, IT service management
March 29, 2021

Change is hard, but it is harder when there isn’t a clear understanding of what change you are wanting and what risk you are willing to accept. Here is an approach toward streamlining the risk assessment of proposed changes to bring about better results.
Tag(s): supportworld, collaboration, business intelligence, change management, configuration management
March 23, 2021

An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Tag(s): supportworld, agile, business of support, capacity management, cost per ticket
March 3, 2021

Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
February 23, 2021

Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Tag(s): supportworld, metrics and measurements, workforce enablement
January 19, 2021

Keep your team from spreading itself too thin and show the C-suite that you are aligned with company goals at the same time. Here are ways to reflect on whether your team is pulling toward bigger goals, and how to keep everyone engaged in those goals.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
January 19, 2021

In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Tag(s): supportworld, service quality, business intelligence, communications skills, people, teamwork, technology
January 18, 2021

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
January 5, 2021

The savings service desks see from preventing tickets go beyond direct support costs.
Tag(s): supportworld, metrics and measurements, costs, business value, service desk
December 30, 2020