Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Tag(s): supportworld, metrics and measurements, KPI, customer-satisfaction-measurement, employee satisfaction, support center, performance management
Date Published August 15, 2017 - Last Updated December 6, 2017
The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Tag(s): supportworld, benchmarking, metrics and measurements, support center, service desk
Date Published August 15, 2017 - Last Updated December 6, 2017
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
Date Published August 10, 2017 - Last Updated December 6, 2017
The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Tag(s): supportworld, support center, communications skills, coronavirus
Date Published August 8, 2017 - Last Updated March 23, 2020
Many new managers feel insecure about their new position, but there are things that you can do to ease your transition into a support center manager role.
Tag(s): supportworld, leadership, support center, workforce enablement
Date Published August 3, 2017 - Last Updated December 6, 2017
There’s a term floating around the development world that the service desk can adopt. It’s called microservices.
Tag(s): supportworld, desktop support, technical support, service desk, service management
Date Published July 27, 2017 - Last Updated December 6, 2017
It’s time to examine the tiered support model and determine where and when an alternative model such as swarming makes sense.
Tag(s): supportworld, ITIL, ITSM, service management, service strategy, future of support
Date Published July 20, 2017 - Last Updated December 6, 2017
Brandon Caudle was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Brandon to be involved in the community.
Tag(s): supportworld, support center, service management, self-service, community
Date Published July 18, 2017 - Last Updated December 6, 2017
Having access to the organization’s ITSM tool on mobile devices is valuable for desktop support teams, who often encounter drive-by requests.
Tag(s): supportworld, service management, mobility, ITSM, IT service management, tools, support center
Date Published July 6, 2017 - Last Updated December 6, 2017
We all have expectations about what our support center staff members do know and what they should know. Sometimes, these expectations are not met.
Tag(s): supportworld, workforce enablement, support center, leadership, hdichat
Date Published July 5, 2017 - Last Updated December 6, 2017