Support Center

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Featured Resource: Special Report

The Technical Support Center of the Future 

Today’s consumers have at their fingertips more tools for communication, collaboration, and creativity than were hardly even imagined just a decade or two ago. But as technology evolves and becomes even more integral to business operations, technical support centers likely will need more diversified skill sets, including staff with nontechnical skills, to meet the needs of their organizations in the future. Learn more...


Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
March 13, 2018

IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
March 8, 2018

A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
March 1, 2018

While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
February 21, 2018

Research suggests that many companies are aware of their shortcomings in mobile support and have plans to address it.
Tag(s): supportworld, support center, technology, mobile device support, mobility
February 16, 2018

Vicki Rogers shares her strategies for building a team that works together to meet SLAs and improve customer satisfaction.
Tag(s): supportworld, support center, leadership, workforce enablement, workforce enablement, team building, teamwork
February 13, 2018

Workforce managers often fall into the trap of documenting and managing the skills needed for today’s operational needs, not projecting the skills needed for innovation.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, ITSM, support center
February 1, 2018

Develop a strategic framework to show senior leaders how your initiative helps the organization achieve its mission, vision, and goals.
Tag(s): supportworld, service management, framework, framework and methodologies, business value, business alignment
January 30, 2018

If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Tag(s): supportworld, security management, technology, service management, support center
January 26, 2018

These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
January 19, 2018