In last week's #HDIchat, participants discussed gamification and how it's being used in their organizations.
Tag(s): hdichat, supportworld, support center, gamification
Date Published August 2, 2016 - Last Updated December 15, 2016
If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Tag(s): best practice, incident management, metrics and measurements, support center, supportworld, technical support
Date Published July 28, 2016 - Last Updated December 15, 2016
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success.
Tag(s): best practice, case study, KCS, knowledge management, support center, supportworld
Date Published July 17, 2016 - Last Updated December 15, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
Date Published July 3, 2016 - Last Updated December 15, 2016
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Tag(s): supportworld, support operations, staffing, IT service management, case study, business value
Date Published June 27, 2016 - Last Updated July 19, 2018
Self-service is an important tactic for successful end-user support. But be aware that Tier 0 does have effects on the traditional metrics support centers use.
Tag(s): metrics and measurements, self-service, support center, support channels, supportworld
Date Published June 22, 2016 - Last Updated December 15, 2016
Providing customers with mobile support and mobile information—in a visually appealing and usable format—helps end users resolve their issues and requests and gets them back to work quickly.
Tag(s): technical support, technology, supportworld, support center, support channels, service desk technology, mobile device support, customer experience, case study
Date Published June 21, 2016 - Last Updated December 15, 2016
Gamification is about motivating people to accomplish high-value actions. It is one of many techniques you can use in your overall employee engagement strategy.
Tag(s): employee engagement, gamification, motivation, people, support center, team building
Date Published June 15, 2016 - Last Updated October 5, 2016
Leadership exists in many different forms in the service desk, and it is not exclusive to management. Good leaders identify the ways to unite diverse personalities.
Tag(s): workforce enablement, service desk, leadership, supportworld
Date Published June 14, 2016 - Last Updated December 15, 2016
Email templates help new service desk agents get up to speed quickly, enable managers to store information in a central location, and improve agent productivity.
Tag(s): technical support, supportworld, support center, customer experience
Date Published June 9, 2016 - Last Updated March 14, 2017