SLAs establish a minimum level of service a tech support organization will provide to customers.
Date Published March 22, 2017 - Last Updated December 6, 2017
We often hear about the skills drought in IT and how difficult it is to find qualified staff. Follow these steps to improve your chances of finding the right candidate.
Date Published March 21, 2017 - Last Updated December 6, 2017
The computer is meant to serve the person, not the other way around. The purpose of technical service and support is to restore the assistance technology offers.
Date Published March 16, 2017 - Last Updated December 6, 2017
When support centers offer self-service, does it truly save money or merely shift the work to the customer?
Date Published March 7, 2017 - Last Updated December 6, 2017
Many people enter the work force lacking the basic fundamentals required to effectively troubleshoot and diagnose problems. They need to be taught how.
Date Published February 23, 2017 - Last Updated December 6, 2017
Identify areas where your training could be more realistic and more closely aligned to the support center workplace context.
Date Published February 22, 2017 - Last Updated December 6, 2017
Knowledge management can be a tough sell. Managers wonder whether it’s worth the time and effort. Analysts worry they can easily be replaced if they document their knowledge.
Date Published February 21, 2017 - Last Updated April 19, 2019
Demonstrating the value of IT for the business is more important than ever. Follow these 5 IT governance steps for value delivery.
Date Published February 14, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Date Published February 13, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Date Published February 2, 2017 - Last Updated December 6, 2017