We're still hearing plenty of anecdotal comments about the challenges associated with outsourcing, on both sides of the relationship. Organizations move blindly into relationships based purely on cost savings, without knowing the true costs of support upfront. These relationships are often based...
Tag(s): outsourcing
The help desk is often the place where careers begin in IT, providing opportunities for college graduates or internal transfers to gain some technical knowledge. Getting new team members up to speed quickly without diminishing overall team productivity is integral to success. We believe it’s...
Tag(s): training, workforce enablement, case study
The transition from the twentieth to the twenty-first century has been incredible. The emergence and integration of developing technologies into our day-to-day lives work lives and personal spaces has changed the potential of our species. It’s been a powerful renaissance, with mankind...
Tag(s): workforce enablement, future of support, supportworld
Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Tag(s): communications skills, business value
We hear a lot about personal branding these days. But why? What does it actually mean? Is it really even necessary? With rapidly changing technologies and ever-growing social media platforms, creating a strong, unique, and clear personal brand is critical to maintaining a competitive edge, for...
Tag(s): leadership
The fundamental conditions of success are much easier to identify, and much easier to achieve, than most of us make them. They’re very specific and very constant. Most importantly, they aren’t as distant as we often imagine them to be.
Tag(s): leadership, professional development
In the CBS reality TV series Undercover Boss, Fortune 500 CEOs discover that what they think they know about their companies and what they actually know are very different. For more years than I care to remember, I’ve had bosses. Each boss I’ve had has had at least one leadership trait...
Tag(s): leadership, professional development
Times are changing - can you say the same about your ability to lead? Technology has enabled new ways of working, and Millennials (those born in the 1980s and 1990s) bring never-before-seen ...
Tag(s): leadership, future of support, workforce enablement, supportworld
There’s no right or wrong to support models. There’s only working and not working. The right support model for your organization is the one that works (i.e., one you can execute and one that produce the desired results), and that may mean you have to do some—for lack of a better...
Tag(s): support models, outsourcing, insourcing
Senior leaders are a key factor in the success of any support operation. Positive outcomes hinge on support leaders’ ability to embrace the executive team’s strategic vision and execute plans to achieve the desired results. Regardless of the resources you have at your disposal ...
Tag(s): leadership, workforce enablement, supportworld