IT would benefit from having someone manage all outward communication, drive adoption for internal applications, and evangelize all the great work IT has done.
Tag(s): supportworld, business value, customer experience, workforce enablement, service desk
Date Published January 31, 2020 - Last Updated September 2, 2020
Your data can’t tell you everything, but it can point you in the right direction. Ultimately, you need to ask the next questions to know where to go from there.
Tag(s): supportworld, technology, workforce enablement, service desk, metrics and measurements
Date Published January 30, 2020 - Last Updated September 2, 2020
There are many reasons why we fail to communicate effectively with each other, especially in the workplace.
Tag(s): supportworld, workforce enablement, service desk, support center, communications skills
Date Published January 28, 2020 - Last Updated September 2, 2020
Meet the people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, desktop support, customer experience
Date Published January 23, 2020 - Last Updated December 10, 2020
As a leader in service and support, you have direct impact on the career development of your team members, a responsibility not to be taken lightly.
Tag(s): supportworld, workforce enablement, support center, leadership
Date Published January 16, 2020 - Last Updated September 2, 2020
The ability to improve is a critical capability for the modern IT organization.
Tag(s): supportworld, service management, business value, continual service improvement
Date Published January 15, 2020 - Last Updated September 2, 2020
Leaders are facing quickly advancing technologies that will transform all areas, processes, roles, and functions within their organizations.
Tag(s): supportworld, workforce enablement, technology, support center, service management, metrics and measurements, leadership, desktop support, customer experience
Date Published January 14, 2020 - Last Updated September 2, 2020
Meet the industry experts and practitioners who want to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published January 10, 2020 - Last Updated September 2, 2020
The Housing 21 Information Services Team improved service delivery to the organization when they brought a non-IT team into a formal change management process.
Tag(s): supportworld, service management, service desk, support center, customer experience, change management
Date Published December 19, 2019 - Last Updated December 19, 2019
Knowledge management award winner Chick-fil-A HELP shares their path to improvement in CSAT, FLR, staff engagement, and call and ticket deflection.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction, KCS, knowledge management
Date Published December 18, 2019 - Last Updated December 18, 2019