It is a good idea to have periodic check-ins with your team to make sure everyone is clear on the expectations for goals and objectives.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership
Date Published October 4, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
A Business Continuity Plan can be invaluable in the case of minor incidents and a huge benefit in the unfortunate event the full BCP has to be activated.
Tag(s): supportworld, service management, disaster recovery, business continuity, business continuity planning, coronavirus
Date Published October 2, 2019 - Last Updated 4 Years, 6 Days, 19 Hours, 6 Minutes ago
Roy Atkinson interviewed Michael Kublin about getting organizations un-stuck and practicing leadership wherever you are.
Tag(s): supportworld, workforce enablement, leadership, coaching
Date Published October 1, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Tag(s): supportworld, metrics and measurements, workforce enablement, workforce enablement
Date Published September 25, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
Use these strategies to keep your team working together and moving toward a common goal.
Tag(s): supportworld, leadership, workforce enablement, workforce enablement, team building, teamwork
Date Published September 17, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
Learn the first steps to creating a strategy that is simple, relevant, and achievable and that keeps up with the pace of change in today's business environments.
Tag(s): supportworld, service management, business value, leadership, support center
Date Published September 6, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
When employees get quiet and shut down, it is because they do not have a safe place to speak out, and that is on the manager.
Tag(s): supportworld, workforce enablement, workforce enablement, people, leadership
Date Published September 5, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
Roy Atkinson interviewed Leslie O’Flahavan, professional writing trainer and coach, about the importance of clear language.
Tag(s): supportworld, workforce enablement, workforce enablement, customer service, customer experience
Date Published August 27, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
Knowledge management for the purpose of team building can help a leader build better relationships with their teams.
Tag(s): supportworld, team building, leadership, knowledge management, workforce enablement, workforce enablement
Date Published August 20, 2019 - Last Updated 4 Years, 103 Days, 22 Hours, 57 Minutes ago
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
Date Published August 15, 2019 - Last Updated 4 Years, 227 Days, 23 Hours, 41 Minutes ago