The Housing 21 Information Services Team improved service delivery to the organization when they brought a non-IT team into a formal change management process.
Tag(s): supportworld, service management, service desk, support center, customer experience, change management
Date Published December 19, 2019 - Last Updated December 19, 2019
Knowledge management award winner Chick-fil-A HELP shares their path to improvement in CSAT, FLR, staff engagement, and call and ticket deflection.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction, KCS, knowledge management
Date Published December 18, 2019 - Last Updated December 18, 2019
Mercy Technology Services won HDI’s Best Service Improvement Initiative Award for 2019.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction
Date Published December 17, 2019 - Last Updated December 17, 2019
Julie Mohr walks through a step-by-step process for creating an incident categorization scheme that will work for your organization.
Tag(s): supportworld, service management, incident management, process, process management, change management
Date Published December 11, 2019 - Last Updated February 16, 2024
Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
Date Published November 26, 2019 - Last Updated December 17, 2019
An Agile approach to continual service improvement can help organizations improve incrementally, while achieving long-term, strategic transformation.
Tag(s): supportworld, service management, continual service improvement
Date Published November 22, 2019 - Last Updated December 17, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
Date Published November 19, 2019 - Last Updated December 17, 2019
Roy Atkinson talks with Julie Mohr about disruption, building a chatbot, and the need for knowledge management.
Tag(s): supportworld, service management, knowledge management, technology, customer experience
Date Published November 14, 2019 - Last Updated December 17, 2019
There is no one right way to create a categorization scheme, but there are ways to make the process work for your organization.
Tag(s): supportworld, service management, incident management, process
Date Published November 5, 2019 - Last Updated February 16, 2024
How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
Date Published October 30, 2019 - Last Updated December 17, 2019