Workforce Enablement

Browse all workforce enablement content below.

Featured Resource: Special Report

The War for Talent

In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. These hiring challenges, and their effects, have led to a “war for talent.” Learn more...

 

 
For UBM Tech, HDI’s parent company and a global live media and B2B communications, marketing services, and data provider, innovation is one of the four underlying corporate values leading the company down the path to be the best—and biggest—event business in the world. UBM Tech’s David Michael...
Tag(s): business value, leadership, support center

 
I’ve coached hundreds of individuals in customer support and in blended sales-service environments, and, as a coach, I’ve experienced success and failure. Invariably, when coaching is successful, it’s because of a human or emotional connection to the team member and the team member’s emotional...
Tag(s): coaching

 
In any service and support situation, the relationship between service providers and consumers is mechanically bounded by the service terms and conditions and a set of agreeable payment terms. What’s often missing in outsourcing-based provider-consumer relationships is a set of business rules...
Tag(s): cloud computing, outsourcing, business intelligence

 
Without clear objectives, metrics are just a pile of numbers. The good is when we beat our targets, the bad is when we fail to hit those targets, and the ugly is when we fail to set challenging objectives. Remember, like baseball, the only thing that really matters in the end is whether or not...
Tag(s): metrics and measurements, performance management, service desk, service delivery

 
In one way or another, all organizations teach. Businesses train new employees on their cultures, technologies, and processes. In IT, training often accompanies a large roll out or new initiative. In fact, many IT departments have a training department or make explicit assignments to teams to...
Tag(s): coaching, training

 
Contractors can provide value in projects—by adding a skill not present on the team, by providing basic labor for less-valuable tasks, or by “backfilling” the desktop support team’s day-to-day tasks to free team members up for project work—but they aren’t suitable for all projects.
Tag(s): workforce enablement, staffing, desktop support

 
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing

 
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Tag(s): customer satisfaction, customer service, desktop support, employee satisfaction, service desk, support center, future of support, supportworld

 
Technological advances have made relationship building easier than ever. Nonetheless, it’s crucial to remember that although these advances provide us with tools to assist us in what we call Relationship Architecture™, these tools, in and of themselves, are not what building a business...
Tag(s): people, customer service

 
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod