Has your team overcome some challenges? Have you achieved any milestones? What was one big achievement for the team in 2016?
Tag(s): teamwork, supportworld, support center, workforce enablement
Date Published January 5, 2017 - Last Updated December 6, 2017
The holidays can pose a challenge for support managers who need to have adequate staff available, but also need to accommodate vacation requests and holiday closures and time off.
Tag(s): supportworld, staffing, service management
Date Published January 4, 2017 - Last Updated December 6, 2017
Effective communication, a binding trust, and engaged employees leads to positive results for not only your support center, but the entire organization.
Tag(s): culture, employee engagement, leadership, people, support center, team building, teamwork, supportworld, workforce enablement
Date Published January 4, 2017 - Last Updated December 6, 2017
Onboarding begins before the first day on the job and ends after the routine is established. Engage your rookie to set them up for success.
Tag(s): coaching, culture, employee engagement, employee satisfaction, human resources, job descriptions, leadership, motivation, people, relationship, staffing, supportworld, team building, training, workforce enablement, workforce enablement
Date Published December 29, 2016 - Last Updated April 19, 2019
The more senses we use in learning something, the easier it is to remember. We also know that telling people information alone does not mean that it is understood nor remembered, much less used on the job.
Tag(s): supportworld, training, workforce enablement, support center, people
Date Published December 13, 2016 - Last Updated April 19, 2019
One of the top reasons people leave an organization is because of personality differences. But there are two easy barometers you can use to adapt to others and communicate more successfully.
Tag(s): communications skills, employee satisfaction, people, support center, supportworld, workforce enablement
Date Published December 1, 2016 - Last Updated September 8, 2017
HDI often gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair question, but it’s not the right question.
Tag(s): support operations, supportworld, staffing, toolbox, workforce enablement, support center
Date Published November 22, 2016 - Last Updated April 19, 2019
Not all technical support organizations measure employee satisfaction,but the news is mostly good in those organizations that do measure.
Tag(s): supportworld, support operations, employee satisfaction, people, industry report, research
Date Published November 15, 2016 - Last Updated April 19, 2019
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Tag(s): KPI, metrics and measurements, performance management, reporting, service desk, support center, support operations, supportworld, workforce enablement
Date Published November 8, 2016 - Last Updated April 19, 2019
If you manage a service desk, will need to do some hiring, replacing, or backfilling of employees with new hires. When hiring new employees, there are many different routes to getting them on calls.
Tag(s): support operations, staffing, supportworld, training, workforce enablement
Date Published November 2, 2016 - Last Updated April 19, 2019