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
Date Published August 11, 2020 - Last Updated December 10, 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
Date Published August 4, 2020 - Last Updated December 10, 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
Date Published July 29, 2020 - Last Updated December 10, 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
Date Published July 28, 2020 - Last Updated December 10, 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
Date Published July 21, 2020 - Last Updated December 10, 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
Date Published July 15, 2020 - Last Updated December 10, 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
Date Published July 14, 2020 - Last Updated December 10, 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
Date Published July 8, 2020 - Last Updated December 10, 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
Date Published July 7, 2020 - Last Updated December 10, 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
Date Published July 2, 2020 - Last Updated December 10, 2020