What if you could cut 75% of the time, cost, and distraction from the problem-solving process? By taking the best of today's collaboration tools and the war room approach, you can!
Tag(s): collaboration, communications technology, crowdsourcing, knowledge management, KM, ITSM, service desk, service management, supportworld
Date Published September 28, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed their ongoing and upcoming Windows 10 rollouts.
Tag(s): hdichat, supportworld, technical support, technology
Date Published September 27, 2016 - Last Updated December 15, 2016
Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support center.
Tag(s): focus series, supportworld, support center, best practice, change management, COBIT, devops, framework and methodologies, ITIL, ITSM, KCS
Date Published September 26, 2016 - Last Updated December 15, 2016
Automation could potentially move more of the repetitive work out of Level 1 and allow tech support analysts to take on more complex tickets.
Tag(s): workforce enablement, supportworld, support models, self-service, automation
Date Published September 15, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Tag(s): future of support, devops, service management, supportworld
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Tag(s): focus series, supportworld, technical support, trends, automation, escalation, knowledge management, self-service, self-service tools, support center
Date Published August 31, 2016 - Last Updated December 15, 2016
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
Date Published August 24, 2016 - Last Updated February 1, 2017
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Tag(s): communications skills, collaboration, people, team building, teamwork, supportworld
Date Published August 19, 2016 - Last Updated December 15, 2016
While many ITSM or ticketing tools do track elapsed time since the ticket was opened, they are not intended to track analyst or technician travel time.
Tag(s): costs, desktop support, remote support tools, supportworld, technical support
Date Published August 18, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share the buzz from your organization: DevOps? ITIL? Enterprise service management? We also asked you to share your trusted sources for industry information.
Tag(s): hdichat, supportworld, ITSM, devops, ITIL
Date Published August 2, 2016 - Last Updated December 15, 2016