At a time when so much is unknown, it is more vital than ever to strengthen the leadership skills that can help you steer your team through murky waters. Here are three concepts of leadership to consider as you retool for 2021.
Tag(s): supportworld, best practice, quality management, professional development, project management, relationship, communications skills
Date Published December 8, 2020 - Last Updated December 14, 2020
An overview of how to construct training that meets your company’s specific needs and budget, with tips on how to get approval for the program, how to work within a tight budget, and what alternatives to consider to the traditional outside trainer.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction, training, quality management
Date Published December 7, 2020 - Last Updated January 14, 2021
The only way for managers to help their team stay engaged is to stay engaged themselves. Here are some suggestions for ways to keep the batteries recharged in the face of so many demands on your time as a team leader.
Tag(s): supportworld, best practice, culture, employee engagement, performance management, process management, professional development, project management
Date Published December 2, 2020 - Last Updated November 30, 2020
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Tag(s): supportworld, service quality, business intelligence, change management, communications skills, customer service, ethics, incident management, people, problem management
Date Published December 1, 2020 - Last Updated November 30, 2020
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
Date Published November 30, 2020 - Last Updated November 30, 2020
The previous year was a pivotal one for service management, helping the profession prove its worth within companies. The coming year will continue to offer opportunities for digital optimization, enhanced employee experience, more automation, and wider use of knowledge management.
Tag(s): supportworld, chat, automation, employee engagement, employee satisfaction, knowledge management, knowledge-management-systems
Date Published November 24, 2020 - Last Updated November 23, 2020
Knowledge-centered support is important, but it will only succeed within a company when it aligns with the shared values of that company. Here is how one company integrated aspects of KCS in a way that worked best with its core values.
Tag(s): supportworld, service quality, ITSM, KM, knowledge management, service management, service strategy
Date Published November 23, 2020 - Last Updated November 23, 2020
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Tag(s): supportworld, best practice, customer-satisfaction-measurement, customer survey tools, dashboards, methodology, metrics and measurements
Date Published November 17, 2020 - Last Updated November 17, 2020
In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and silos were broken down between IT and other departments to deliver value to businesses. The question will be how to sustain such innovation now that the crisis has become the new normal.
Tag(s): supportworld, best practice, employee engagement, business alignment, business of support, communications skills, infrastructure management, infrastructure change management, ITIL, metrics and measurements
Date Published November 17, 2020 - Last Updated November 30, 2020
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wants and needs. Don’t just rely on customer surveys after resolved tickets - have conversations often, and keep asking how you can make the experience better.
Tag(s): supportworld, best practice, customer experience, communications skills, customer service, customer-satisfaction-measurement, customer satisfaction
Date Published November 16, 2020 - Last Updated November 17, 2020