The lack of skilled IT workers is hurting the deployment of emerging technology, according to a new survey from Gartner. In areas from cloud to cybersecurity, this crisis is expected to last for years to come.
Tag(s): best practice, supportworld, human resources
February 16, 2022

 
In part 2 of this series on EX, we look at how the principles of ITIL 4 can help make a difference in retaining and recruiting your workforce.
Tag(s): supportworld, employee engagement, employee satisfaction
February 1, 2022

 
In part 1 of this two-part series on EX, we discuss how the pandemic has created a seismic shift in employee attitudes and increased global competition for IT service employees.
Tag(s): supportworld, employee engagement, employee satisfaction
February 1, 2022

 
Why are so many of us good at achieving work-related goals and not personal ones? It might be because we’re not strategizing in the same way. Here are some suggestions.
Tag(s): best practice, tools, motivation, supportworld
January 24, 2022

 
In a digital and remote age, it’s often more difficult than ever to be understood. Here are some tips to improve your chances with colleagues and clients.
Tag(s): best practice, business intelligence, communications skills, communications technology, supportworld
January 18, 2022

 
Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Tag(s): supportworld, service management, best practice, relationship
December 14, 2021

 
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Tag(s): supportworld, culture, best practice, practices and processes
December 6, 2021

 
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Tag(s): supportworld, culture, customer experience, best practice
December 2, 2021

 
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021

 
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Tag(s): supportworld, culture, customer experience, best practice, remote support tools, relationship
December 2, 2021