It’s no secret that we spend time on a lot of monotonous tasks. Why haven’t we automated everything away?
Tag(s): supportworld, automation, workforce enablement, ITSM, service desk, service management
August 11, 2020
Jason Wischer shares leadership ideas to help you connect with people to drive engagement and collaboration in a service and support organization.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, service desk, support center
August 4, 2020
For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
July 29, 2020
Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Tag(s): supportworld, metrics and measurements, service desk, customer satisfaction
July 28, 2020
Consider these insights from business leaders and CIOs as we turn the corner toward the “new normal.”
Tag(s): supportworld, technical support, service management, business of support, leadership, workforce enablement
July 21, 2020
If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Tag(s): supportworld, customer experience, customer service, service management, support center, service desk
July 15, 2020
Whatever we do in regard to change management, it must be adaptive enough for all types of IT changes—not just applications or infrastructure.
Tag(s): supportworld, service management, ITSM, change management, business value, practices and processes, process
July 14, 2020
Learn how home-based work can contribute to a long-term business continuity strategy for service and support organizations.
Tag(s): supportworld, service management, business continuity, disaster recovery, service desk, support center
July 8, 2020
The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
July 7, 2020
With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Tag(s): supportworld, people, staffing, workforce enablement, workforce enablement, service desk, support center
July 2, 2020