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 this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Tag(s): supportworld, metrics and measurements, staffing
October 11, 2018

 
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Tag(s): supportworld, customer experience, customer satisfaction, team building, teamwork, workforce enablement, workforce enablement
October 9, 2018

 
Coaches don’t fail because they don’t understand the business. They fail because they don’t understand and empower the people who work for them.
Tag(s): supportworld, workforce enablement, workforce enablement, training, leadership
September 26, 2018

 
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Tag(s): supportworld, metrics and measurements, support center, performance management
September 25, 2018

 
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
September 18, 2018

 
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Tag(s): supportworld, workforce enablement, workforce enablement, customer experience
September 13, 2018

 
HDI members share tips and techniques for service desk staffing during peaks in demand.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, FAQ
September 6, 2018

 
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
August 29, 2018

 
Focus on these five key areas to help you fulfill your support center’s vision.
Tag(s): supportworld, support center, leadership, business alignment
August 16, 2018

 
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
August 9, 2018