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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...


Understand the four key areas to evaluate to have an effective review process for technology implementations.
Tag(s): supportworld, technology, business value
November 29, 2019

Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
November 26, 2019

Many organizations treat the service desk very much like a collection of bots.
Tag(s): supportworld, workforce enablement, technology, automation, support center, service desk
November 21, 2019

Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
November 19, 2019

Make your self-service portal something customers actually want to use.
Tag(s): supportworld, support center, customer service, customer experience, self-service
November 13, 2019

The key to support in this era of digital transformation is being able to help customers wherever they are, on any device and from any location.
Tag(s): supportworld, service desk, support center, customer experience, customer service
November 6, 2019

How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
October 30, 2019

The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
October 28, 2019

Use student workers to augment your tech support staff and better serve your customers.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service desk, customer experience, customer service
October 23, 2019

Roy Atkinson talks with Barclay Rae about the evolving role of IT, digital transformation, and related topics.
Tag(s): supportworld, podcast, service management, business value, technology
October 17, 2019