IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Tag(s): culture, future of support, support center, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Tag(s): process management, process, service management, process-improvement, customer experience, customer satisfaction, employee engagement, employee satisfaction, supportworld
Date Published May 7, 2015 - Last Updated May 11, 2016
Today’s businesses often include branch employees, teleworkers, and on-the-go workforces that communicate using a variety of mobile devices. This paper explores the challenges for corporate help desks and IT departments trying to support this growing number of end users who work beyond the...
Tag(s): white paper, virtual work, mobility
Date Published April 30, 2015 - Last Updated April 30, 2015
The adoption of trending technologies—including cloud solutions, resource optimization, and workforce mobility—is essential to ensuring any modern enterprise remains competitive, profitable, agile and successful in meeting organizational goals. Process and technology changes,...
Tag(s): white paper, virtual work, virtual support tools, virtual desktop infrastructure - VDI, VDI, mobility
Date Published April 30, 2015 - Last Updated April 30, 2015
There are lots of variables and issues to address when deployment a performance management system across a small or large business. There are two questions that are critical to your success, regardless of the size or nature of your business.
Tag(s): white paper, technology, metrics and measurements, performance management
Date Published April 29, 2015 - Last Updated January 14, 2016
The lifeblood of every business is its employees. Given this critical fact, you may assume every business has a detailed plan and solid processes in place to ensure employees are engaged. Unfortunately, this is generally not the case. Many companies continue to assume that if they build a good...
Tag(s): white paper, staffing, people, human resources, workforce enablement, team building
Date Published April 29, 2015 - Last Updated April 30, 2015
Whether we want to admit it or not, the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we're in the back office providing service and support behind the scenes to end users and customers, and the next minute we're moved to the front...
Tag(s): white paper, virtual support tools, virtual work, technology, workforce enablement, service desk technology
Date Published April 29, 2015 - Last Updated April 30, 2015
Measurements in support center operations can be useful for identifying required resources for staffing, determining schedules, calculating return on investment, measuring agent and support center performance, justifying needed changes, and understanding organizational productivity. The approach...
Tag(s): white paper, metrics and measurements, process, people, business of support
Date Published April 29, 2015 - Last Updated January 14, 2016
What would you do if you had to develop and deliver personalized training to 900,000 employees, located in 34,000 different locations globally, with a complex set of variables that changed training on a location-by-location basis? The key is Reusability 2.0. While technology-delivered training...
Tag(s): white paper, training, human resources
Date Published April 29, 2015 - Last Updated April 30, 2015
Setting up a performance management system can deliver tremendous results. We’ve seen it deliver hundreds of millions of dollars in value in months. Today it has become an important tool in building an organizational culture of choice, and delivering great results.
Tag(s): white paper, performance management, people, human resources, metrics and measurements, workforce enablement
Date Published April 29, 2015 - Last Updated January 14, 2016