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...

 

 
When the service disruption has been significant, it is often appropriate to send out a communication to the affected users and other stakeholders providing them information about what, when, why, and how the service disruption occurred, along with what was done to restore the service and...
Tag(s): service management, problem management, ITSM, communications skills

 
For some people, being a leader means being in command of others. However, while it’s true that leaders often end up having the power of command, good leadership starts with internal qualities. A person who is inspirational, understands others, shares powerful ideas, and invests other people...
Tag(s): leadership, supportworld

 
In any department, it’s only the manager who does the leading, right? David Ratcliffe disagrees. He submits that anyone can embody the characteristics of leadership without necessarily being an official leader, and without causing a disruption.
Tag(s): leadership, service desk, professional development

 
In an article in the May/June issue of SupportWorld, Mike Hanson addressed the evolution of desktop support; in this article, we will discuss how desktop support roles are changing—particularly the names of each role.
Tag(s): desktop support, workforce enablement, professional development

 
When a major component of your team’s job is handling calls from some of the most high-profile customers in the world, how can your company ensure its employees keep up with a constantly changing information landscape and the nonstop needs of its customers?
Tag(s): staffing, workforce enablement, incentives, training, case study

 
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Tag(s): workforce enablement, incentives, supportworld

 
Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and support people who keep the organization on the technological cutting edge; on the other is ...
Tag(s): workforce enablement, business of support, supportworld

 
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld

 
Tough breaks happen. Bones break, hearts break. Referees make bad calls. Networks go down, stress goes up, less-capable colleagues get the promotion. We may be plagued by problems, but focusing on the unfairness of life induces self-doubt, rationalization, and mediocrity—and despair. We must get...
Tag(s): leadership, supportworld

 
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