Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
Date Published September 22, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago
Multilingual support is a growing priority for enterprise service desks.
Tag(s): supportworld, technology, support center
Date Published September 14, 2017 - Last Updated 4 Years, 68 Days, 6 Hours, 11 Minutes ago
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Tag(s): supportworld, technical support, tools, support center, remote support tools
Date Published September 11, 2017 - Last Updated 4 Years, 345 Days, 4 Hours, 30 Minutes ago
What skills will support center analysts need as advanced technologies such as machine learning and AI take their places in the businesses we support?
Tag(s): supportworld, technical support, support center, automation
Date Published September 6, 2017 - Last Updated 4 Years, 345 Days, 4 Hours, 30 Minutes ago
With new technology, IT can deliver a service request catalog that’s as innovative as Uber and as automated as a self-driving car.
Tag(s): supportworld, service management, ITSM, service catalog, self-service tools, self-service, automation
Date Published August 17, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago
This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
Date Published August 15, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago
Take a look at the trends that are shaping the future of service and support.
Tag(s): supportworld, service management, cloud computing, cloud, mobility
Date Published August 15, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago
It’s summertime in the northern hemisphere, and many people are taking vacation. That includes people who work in support centers, where staffing levels can be critical.
Tag(s): supportworld, support center, automation, staffing
Date Published June 28, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago
Matt Hooper was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Matt to be involved in the community.
Tag(s): supportworld, leadership, ITSM, service management, technology
Date Published June 27, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago
Jeremy Watkin was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeremy to be involved in the community.
Tag(s): supportworld, leadership, customer service, customer experience, technology
Date Published June 13, 2017 - Last Updated 6 Years, 114 Days, 9 Hours, 20 Minutes ago