As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. This creates a new weak point that can be exploited for cyberattack. Here are some of the biggest threats your business may face.
Tag(s): supportworld, business continuity, cloud computing, internet of things, knowledge management, security management
April 21, 2021

One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Tag(s): supportworld, business continuity, best practice, change management, incident management
April 20, 2021

The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Tag(s): supportworld, business of support, employee satisfaction, employee engagement
April 14, 2021

Here is an argument for creating a model of advancement that favors advancing the skills of the generalist over that of creating a specialist class. This approach, if implemented correctly, can help boost team morale and smooth out the processes around customer interactions.
Tag(s): supportworld, coaching, collaboration, communications skills, diversity, employee engagement, employee satisfaction
March 29, 2021

Every organization needs an IT department, but many smaller orgs can’t afford the cost of the staffing necessary to meet IT needs. Some organizations are employing on-demand, outside help to augment their internal IT needs. Here is a look at the possible advantages of this approach.
Tag(s): supportworld, business value, collaboration, cloud computing, remote support tools, rightsourcing, support industry
March 23, 2021

A shift to team leader requires a new skill set that many people must develop with on-the-job practice. Here are actions to take daily to help develop success in your direct reports, and show that you have what it takes to move up the managerial ladder.
Tag(s): supportworld, culture, communications skills, employee engagement
March 22, 2021

Too often, IT deals only with the immediate tasks of its clients, and misses the big picture of customer care. Your team may do better by asking questions to get a complete understanding of what your clients hope to achieve.
Tag(s): supportworld, collaboration, communications skills, communications technology
March 17, 2021

We all have received a crash course in the problems that may arise with a sudden shift to working remotely. Here is a step-by-step guide with all the factors to consider, from equipment needed to performance expectations to legal liability.
Tag(s): supportworld, collaboration, communications skills, communications technology
March 16, 2021

Siloing IT can lead to siloed solutions for your business. Instead, your IT department should be empowered to holistically examine every step of the process of employee and customer interactions to come up with the best tools to help things run smoothly.
Tag(s): supportworld, collaboration, communications skills, communications technology
March 15, 2021

To many outside of the IT department, the service desk is there for when things go wrong. Here is a plan to make sure those within your organization know the value of the service desk, and think to loop IT stakeholders on key decisions.
Tag(s): supportworld, communications skills, focus, service desk, service desk technology
March 10, 2021