Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Tag(s): automation, supportworld, support center
September 12, 2018
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Tag(s): supportworld, support center, service desk, quality assurance
September 5, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
September 4, 2018
Focus on these five key areas to help you fulfill your support center’s vision.
Tag(s): supportworld, support center, leadership, business alignment
August 16, 2018
Learn how this support organization defined their purpose, leveraged teamwork, focused on the customer, and set goals to become a valued service provider.
Tag(s): supportworld, service management, customer experience, process-improvement, business value, case study
August 14, 2018
HDI members share tips and techniques for getting end users engaged with your self-service portal.
Tag(s): supportworld, support center, service management, self-service, service catalog, knowledge management
July 31, 2018
Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Tag(s): supportworld, support center, service management, workforce enablement, knowledge management, KCS
July 26, 2018
Is your support organization able to provide consistent service and deliver business value? If not, perhaps it’s time for an improvement initiative.
Tag(s): supportworld, service management, business value
July 25, 2018
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018
The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
July 18, 2018