Email was first hailed as a way to make communication more instantaneous, but it can’t substitute more immediate forms of communication that allow for back-and-forth discussion. Here is why email falls short in primacy as a communications method, and how to fix its shortcomings.
Tag(s): supportworld, communications skills, communications technology
Date Published March 1, 2021 - Last Updated March 12, 2021
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published February 8, 2021 - Last Updated February 11, 2021
These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 5, 2021 - Last Updated March 18, 2021
In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 3, 2021 - Last Updated January 29, 2021
In the first of this two-part series on how to deliver good service in the coming months of uncertainty, a customer experience expert shares the characteristics of a team poised to deliver a great experience every time for clients or customers.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 2, 2021 - Last Updated January 29, 2021
In a time when our teams are spread out geographically, it’s more important than ever to employ new tools and best practices for collaboration and support. Such collaboration can create many advantages for your team, each team member, and your bottom line.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published January 26, 2021 - Last Updated December 16, 2021
In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Tag(s): supportworld, service quality, business intelligence, communications skills, people, teamwork, technology
Date Published January 18, 2021 - Last Updated January 14, 2021
As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published January 12, 2021 - Last Updated January 28, 2021
In the coming year, businesses will shift to a hybrid virtual/physical workplace for the long term, and IT service providers will need to adapt to meet the needs of this changing workplace. Here are some suggestions for how to do that.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published January 11, 2021 - Last Updated January 29, 2021
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Tag(s): supportworld, automation, technology, knowledge management
Date Published December 23, 2020 - Last Updated December 14, 2020