While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 24, 2021
If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published June 3, 2019 - Last Updated September 22, 2021
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
Date Published May 15, 2019 - Last Updated December 17, 2019
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
Date Published May 9, 2019 - Last Updated December 17, 2019
Attend to the details to reinvigorate your memory, health, and workspace.
Tag(s): supportworld, support center, workforce enablement
Date Published May 2, 2019 - Last Updated December 17, 2019
Extending the IT service desk to the enterprise can provide big returns and benefits to an organization—but only if you approach it properly.
Tag(s): supportworld, support center, service desk, service management, ITSM
Date Published May 1, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
Date Published April 25, 2019 - Last Updated December 17, 2019
Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
Date Published April 10, 2019 - Last Updated December 17, 2019