A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Tag(s): supportworld, service quality, service desk, service management, best practice, change management, communications skills
February 9, 2021

 
These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 5, 2021

 
In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 3, 2021

 
In the first of this two-part series on how to deliver good service in the coming months of uncertainty, a customer experience expert shares the characteristics of a team poised to deliver a great experience every time for clients or customers.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
February 2, 2021

 
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Tag(s): supportworld, service desk, service management, customer service, ethics, HDI, ITSM, ITIL, leadership
January 27, 2021

 
In a time when our teams are spread out geographically, it’s more important than ever to employ new tools and best practices for collaboration and support. Such collaboration can create many advantages for your team, each team member, and your bottom line.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
January 26, 2021

 
In these days of semi-permanent distance work, it’s more important than ever to take the time to take tangible steps to build up the values that are needed for your business to succeed. Here are two key areas of focus to consider for creating accountability at every level.
Tag(s): supportworld, ethics, leadership
January 25, 2021

 
Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Tag(s): supportworld, metrics and measurements, workforce enablement
January 19, 2021

 
Keep your team from spreading itself too thin and show the C-suite that you are aligned with company goals at the same time. Here are ways to reflect on whether your team is pulling toward bigger goals, and how to keep everyone engaged in those goals.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
January 19, 2021

 
In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Tag(s): supportworld, service quality, business intelligence, communications skills, people, teamwork, technology
January 18, 2021