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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...

 

 
We define a Lean service desk operation as one in which volume, variety, and process variation are managed, and in which individual workflows are optimized for efficiency. That’s a very simple definition, and while it suggests a high bar for qualification, we believe that consistently applied...
Tag(s): service desk, support operations

 
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Tag(s): business of support, service management, supportworld

 
The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge...
Tag(s): KCS, trends, case study

 
There’s no right or wrong to support models. There’s only working and not working. The right support model for your organization is the one that works (i.e., one you can execute and one that produce the desired results), and that may mean you have to do some—for lack of a better...
Tag(s): support models, outsourcing, insourcing

 
Electronic health records have been a game-changer for the healthcare industry, drastically changing the work environment for clinicians (physicians and nurses). Of course, that means big changes for IT help desks as well, including different types of issues to address and a broader range of...
Tag(s): service desk, support models, case study

 
The transition from the twentieth to the twenty-first century has been incredible. The emergence and integration of developing technologies into our day-to-day lives work lives and personal spaces has changed the potential of our species. It’s been a powerful renaissance, with mankind...
Tag(s): workforce enablement, future of support, supportworld

 
Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs better than others, providing not just business value but a partnership based on common goals. However, what holds...
Tag(s): service desk, support industry, supportworld

 
Charles Darwin once said, “It’s not the strongest of the species that survives, nor the most intelligent that survives. It’s the one that is the most adaptable to change.” This was a man who spent most of his life studying the effects of change, and that statement is as true today as it was in 1850.
Tag(s): desktop support, future of support

 
What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attributes will have a powerful effect on several key trends in service and support, all of which have implications for...
Tag(s): future of support, knowledge management, KM, value-add

 
The technical support center of the future is poised to play an even more integral role in helping businesses innovate—and hence, gain competitive advantage.
Tag(s): future of support, service desk