Hording of institutional knowledge can create a single point of failure when people leave the service desk.
Tag(s): supportworld, service management, workforce enablement, workforce enablement, knowledge management, KCS, incident management, problem management, root cause analysis
January 17, 2019
If you want to build a great team, start with one person at a time.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
January 16, 2019
Roy illustrates why ratios don’t work for determining staffing levels.
Tag(s): supportworld, staffing, metrics and measurements, research, community
January 15, 2019
To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
January 14, 2019
Comprehending the information taught in a training class can give you a false sense of security. Applying the concepts learned takes more work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
January 8, 2019
Many organizations see a significant drop in morale for employees in their second year of service.
Tag(s): supportworld, workforce enablement, workforce enablement, service desk, people, leadership
December 13, 2018
Roy Atkinson talks with Gregg Gregory to discuss teams, teambuilding, and leadership.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
November 27, 2018
Your team’s service delivery should include a continuous improvement cycle that asks if you are providing the right service now and for the future.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, leadership, customer service
November 14, 2018
Now is a good time to reflect and consider what changes you need to make to become the leader you want to be.
Tag(s): supportworld, technical support, leadership, workforce enablement, workforce enablement
November 13, 2018
Paul Dooley explains the typical structure for a service desk that uses a tiered support model and the possibility of combining tiered support with a swarming model.
Tag(s): supportworld, support center, technical support, staffing, support models
November 8, 2018