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...

 

 
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wants and needs. Don’t just rely on customer surveys after resolved tickets - have conversations often, and keep asking how you can make the experience better.
Tag(s): supportworld, best practice, customer experience, communications skills, customer service, customer-satisfaction-measurement, customer satisfaction
November 16, 2020

 
Service level agreements are often driven and defined entirely by IT people without collaboration or agreement, and as such they are only concerned with measuring individual IT components, rather than the cumulative sum effect of these, as they are used. Here is a discussion of a different way.
Tag(s): supportworld, best practice, agile, business alignment, customer satisfaction, framework and methodologies, KPI, practices, relationship
November 11, 2020

 
When employees feel respected and validated – even in times of dramatic change and socially acceptable incivility – those employees serve customers and the company exceptionally well.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 10, 2020

 
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee experience fail miserably because IT leaders don’t have the right data to deliver what an organization needs. Here is how to change that.
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
November 9, 2020

 
The brain learns quicker and better when the learner is comfortable, so it pays to invest in making your trainees comfortable and open to learning. Here are some strategies to put learners at ease that can make training sessions more successful.
Tag(s): supportworld, best practice, training, employee engagement
November 3, 2020

 
Changes in scope of Service Asset and Configuration Management (SACM) can support organizations to shift rapidly to remote work when the next pandemic or disaster strikes. This is the final part of the “Bringing Service Home” series, which focuses on ways to operate IT service remotely.
Tag(s): supportworld, best practice, business continuity, business continuity planning, continuity management, disaster recovery, remote support tools
November 2, 2020

 
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a ticket to the resolution of the problem, and beyond. By undertaking this exercise, you can reduce hurdles to great service.
Tag(s): supportworld, best practice, practices, business intelligence, communications skills, customer experience, customer satisfaction, customer-satisfaction-measurement, customer service, customer survey tools
October 28, 2020

 
Our team, our clients, and our organization are likely facing an unprecedented amount of stress during these turbulent times. Here are some tips for how team leaders can help a workforce to strengthen the characteristics that will see them through upheaval.
Tag(s): supportworld, best practice, employee engagement, employee satisfaction, practices, team building, teamwork
October 27, 2020

 
Make an effort to understand the culture and conditions on the ground where your workforce is located, and communicate regularly. Here are a few concrete steps you can take now to make the world a little smaller for your team.
Tag(s): supportworld, best practice, employee engagement, diversity, IT service management
October 20, 2020

 
Culture matters now more than ever, as team members are geographically scattered. Communication about company culture must be as clear as possible for the top down, and organizational culture must be refined and reinforced regularly. Here’s how to ensure your company’s culture thrives during...
Tag(s): supportworld, best practice, culture, employee engagement, employee satisfaction
October 20, 2020