Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
Date Published March 8, 2018 - Last Updated December 13, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
Date Published March 1, 2018 - Last Updated December 13, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
Date Published February 22, 2018 - Last Updated February 1, 2019
Research suggests that many companies are aware of their shortcomings in mobile support and have plans to address it.
Tag(s): supportworld, support center, technology, mobile device support, mobility
Date Published February 16, 2018 - Last Updated December 13, 2018
Vicki Rogers shares her strategies for building a team that works together to meet SLAs and improve customer satisfaction.
Tag(s): supportworld, support center, leadership, workforce enablement, workforce enablement, team building, teamwork
Date Published February 13, 2018 - Last Updated December 13, 2018
Workforce managers often fall into the trap of documenting and managing the skills needed for today’s operational needs, not projecting the skills needed for innovation.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, ITSM, support center
Date Published February 1, 2018 - Last Updated December 13, 2018
Develop a strategic framework to show senior leaders how your initiative helps the organization achieve its mission, vision, and goals.
Tag(s): supportworld, service management, framework, framework and methodologies, business value, business alignment
Date Published January 30, 2018 - Last Updated December 13, 2018
If end users are the primary security concern, the solution is to integrate the service desk with cybersecurity efforts.
Tag(s): supportworld, security management, technology, service management, support center
Date Published January 26, 2018 - Last Updated December 13, 2018
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, technology, metrics and measurements, customer experience, customer service, desktop support, service management
Date Published January 19, 2018 - Last Updated January 23, 2019