It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Tag(s): supportworld, support center, automation, staffing
June 28, 2017
Consider all the costs, including personnel and dollars, before you decide whether to purchase a tool for your support center.
Tag(s): supportworld, support center, support operations, value-add, business value, costs, tools
June 22, 2017
Learn how one support center made the journey to shift left.
Tag(s): self-service, supportworld, service management, support center, ITSM, workforce enablement
June 21, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
June 7, 2017
The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
May 23, 2017
In order to improve, technical support organizations need to decide what to invest in, and when.
Tag(s): supportworld, technology, service management, support center, tools
May 23, 2017
It should not take a crisis to generate a meeting between support center and desktop support managers to keep the relationship between the two groups on track.
Tag(s): desktop support, support center, supportworld, forums, forums-desktop, forums-sclf
May 17, 2017
To provide great customer service, consider hiring talent with empathy, empowering your team to make decisions, and creating relationships among team members.
Tag(s): supportworld, support center, customer experience, customer service
May 10, 2017
The mission of technical support has been to get people back to work quickly after an incident or for a service request. But that can no longer be our primary mission.
Tag(s): supportworld, technical support, research, business of support
April 26, 2017
We are on the threshold of an era when we can take advantage of advanced technologies to assist us and, more importantly, those we support.
Tag(s): supportworld, technology, self-service tools, self-service, technical support, trends
April 19, 2017