Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Tag(s): collaboration, customer experience, customer service, employee engagement, ITSM, IT service management, practices and processes, service design, service desk, support center, supportworld
Date Published October 20, 2016 - Last Updated April 19, 2019
Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Tag(s): capacity management, desktop support, human resources, RESOURCES, staffing, supportworld, workforce enablement, contracting
Date Published October 19, 2016 - Last Updated April 19, 2019
Customer Service Week is all about you, and we want to help you celebrate! Here’s a day-by-day breakdown so you can plan your week.
Tag(s): customer-service-week, customer service, supportworld, people, workforce enablement, workforce enablement
Date Published October 4, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Tag(s): customer satisfaction, employee satisfaction, metrics and measurements, supportworld
Date Published October 2, 2016 - Last Updated December 15, 2016
Ready for more Tech Support Confessions? I thought so! In this week's installment, your peers share their observations about great leaders and challenging coworkers, job stress and career frustration, and communication and chicken wings (together, at last!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published September 29, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants discussed sought-after skills for new hires to the support center.
Tag(s): hdichat, supportworld, technical support, service desk, people, staffing, workforce enablement
Date Published September 13, 2016 - Last Updated December 15, 2016
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Tag(s): workforce enablement, supportworld, leadership, employee engagement
Date Published August 31, 2016 - Last Updated December 15, 2016
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Tag(s): communications skills, leadership, people, performance management, technical support, supportworld
Date Published August 29, 2016 - Last Updated December 15, 2016
What does your posture say to your customers? Does it convey active listening, or is it telling them you've checked out?
Tag(s): supportworld, customer satisfaction, communications skills, customer experience, customer service
Date Published August 26, 2016 - Last Updated December 15, 2016
By fine-tuning internal communication, external communication is sharpened, customers are happier and better informed, and, in turn, the business does better. Here are four steps for putting your internal communication strategy on the right track.
Tag(s): communications skills, collaboration, people, team building, teamwork, supportworld
Date Published August 19, 2016 - Last Updated December 15, 2016