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
Date Published April 5, 2021 - Last Updated July 26, 2021
Cybercriminals are targeting small- and mid-sized businesses more often than in the past. Don’t get caught flat-footed - scope out your vulnerabilities and decide on a plan of action before trouble hits to protect your bottom line and your business’ reputation.
Tag(s): supportworld, technical support, swot analysis, shadow-it, service strategy, security management, root cause analysis, problem solving and troubleshooting
Date Published March 31, 2021 - Last Updated July 26, 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
Date Published March 29, 2021 - Last Updated December 16, 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
Date Published March 23, 2021 - Last Updated July 26, 2021
Leadership requires looking in the mirror and evaluating what you’re doing well and what you need to improve. In this article, we take a look through the tough questions leaders need to ask, and why sometimes we fail to ask them.
Tag(s): supportworld, service quality, service desk, service management, change management, practices
Date Published March 10, 2021 - Last Updated February 11, 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
Date Published March 3, 2021 - Last Updated December 16, 2021
The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from happening. Here is a look as to why that is, and the steps needed to create a plan to secure your network and your customers’ personal identifying information.
Tag(s): supportworld, automation, compliance, help desk software, process, problem solving and troubleshooting, security management
Date Published March 2, 2021 - Last Updated March 12, 2021
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Tag(s): supportworld, service desk, service management, business value, culture, employee satisfaction, diversity
Date Published February 17, 2021 - Last Updated February 11, 2021
A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Tag(s): supportworld, service quality, service desk, service management, best practice, change management, communications skills
Date Published February 9, 2021 - Last Updated February 19, 2021
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published February 8, 2021 - Last Updated February 11, 2021