It's time for another round of Tech Support Confessions! In this week's installment, your peers share their frustrations, accomplishments, affirmations, wry observations, critiques, and secret crushes (no, really!).
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 15, 2016
It's hard out there for a technical support professional: struggling with the demands of doing more with less, grappling with ever-increasing customer and business expectations, and keeping pace with constantly changing technology. But trust us, you're not alone.
Tag(s): community, supportworld, people, hdi conference, fusion conference
Date Published August 9, 2016 - Last Updated December 4, 2017
The best leaders are those who know how to guide their followers, helping them understand what's in it for them.
Tag(s): workforce enablement, leadership, people, performance management, supportworld
Date Published July 29, 2016 - Last Updated December 15, 2016
Loss of trust can mean lost revenue. But with a few simple changes, you can reap all of the benefits that a high trust organization enjoys.
Tag(s): supportworld, service quality, relationship, employee satisfaction, customer service, customer experience, culture
Date Published July 20, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, we asked you to share your organization's position on analyst independence: Are your analysts required to use scripts? Do you measure adherence to scripts or guidelines? Do you monitor quality? How have these practices made a difference in your organization?
Tag(s): hdichat, service quality, quality management, quality assurance, monitoring, supportworld
Date Published July 5, 2016 - Last Updated December 15, 2016
Follow the journey of one company that transformed their localized help desk into an outsourced global service desk that provides 24x7 support.
Tag(s): case study, outsourcing, service level agreement, service providers, service desk, technical support, supportworld
Date Published July 3, 2016 - Last Updated December 15, 2016
Employee satisfaction and customer satisfaction go hand in hand; raising employee satisfaction winds up raising both. Raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to improve relationships within teams and with management. Interpersonal and...
Tag(s): focus series, people, staffing, workforce enablement, supportworld
Date Published July 1, 2016 - Last Updated October 22, 2019
As you continue delivering and maturing your service offering, having senior management’s respect, confidence, and support should be priority one!
Tag(s): supportworld, support operations, staffing, IT service management, case study, business value
Date Published June 27, 2016 - Last Updated July 19, 2018
Gamification is about motivating people to accomplish high-value actions. It is one of many techniques you can use in your overall employee engagement strategy.
Tag(s): employee engagement, gamification, motivation, people, support center, team building
Date Published June 15, 2016 - Last Updated October 5, 2016
Leadership exists in many different forms in the service desk, and it is not exclusive to management. Good leaders identify the ways to unite diverse personalities.
Tag(s): workforce enablement, service desk, leadership, supportworld
Date Published June 14, 2016 - Last Updated December 15, 2016