Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
Date Published January 3, 2019 - Last Updated December 17, 2019
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
Date Published December 26, 2018 - Last Updated April 3, 2019
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
Date Published December 19, 2018 - Last Updated December 19, 2018
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Tag(s): supportworld, service management, technical support, technology, trends
Date Published December 18, 2018 - Last Updated February 13, 2019
Many organizations see a significant drop in morale for employees in their second year of service.
Tag(s): supportworld, workforce enablement, workforce enablement, service desk, people, leadership
Date Published December 13, 2018 - Last Updated December 13, 2018
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
Date Published December 12, 2018 - Last Updated December 13, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Tag(s): supportworld, technical support, workforce enablement, service management, support center, customer experience, desktop support, technology, metrics and measurements
Date Published November 30, 2018 - Last Updated December 13, 2018
Your team’s service delivery should include a continuous improvement cycle that asks if you are providing the right service now and for the future.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, leadership, customer service
Date Published November 14, 2018 - Last Updated December 13, 2018
Paul Dooley explains the typical structure for a service desk that uses a tiered support model and the possibility of combining tiered support with a swarming model.
Tag(s): supportworld, support center, technical support, staffing, support models
Date Published November 8, 2018 - Last Updated December 13, 2018
Cost reduction, increased end-user satisfaction, and digital transformation are some of the benefits of a shift-left approach for your service desk.
Tag(s): supportworld, service management, ITSM, service desk, self-service, sponsored, support center
Date Published November 5, 2018 - Last Updated December 13, 2018