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

 
Technical support professionals form the frontline of many businesses, vendors, and IT teams. To remain competitive, they need to be aware of how the sector is evolving and where it’s going ...
Tag(s): workforce enablement, supportworld

 
Tough breaks happen. Bones break, hearts break. Referees make bad calls. Networks go down, stress goes up, less-capable colleagues get the promotion. We may be plagued by problems, but focusing on the unfairness of life induces self-doubt, rationalization, and mediocrity—and despair. We must get...
Tag(s): leadership, supportworld

 
Technological advances have made relationship building easier than ever. Nonetheless, it’s crucial to remember that although these advances provide us with tools to assist us in what we call Relationship Architecture™, these tools, in and of themselves, are not what building a business...
Tag(s): people, customer service

 
One of the biggest challenges managers face is hiring new team members. It’s like placing a bet on red at the roulette table in Vegas: Sometimes you get lucky, sometimes you don’t. Sometimes a new member picks up the job functions quickly but never acclimates to the team concept, and thus never...
Tag(s): people, professional development, team building, teamwork, employee engagement, leadership

 
Support center analysts have a tough job. Maybe a customer (whether internal or external) has just received a new product and can’t understand the installation directions. Maybe the customer’s network connection is not working properly and it’s just one week over the computer’s warranty. Or...
Tag(s): people, customer service, practices and processes

 
It’s no secret that customers really want just two things from their interactions with the service desk: speed and accuracy. They want someone to answer the phone quickly, someone who can help them with their problems, and someone who can provide solutions that are correct and helpful. So, if...
Tag(s): customer experience, service desk, staffing

 
While the total number of incidents/service requests, the potential impact of restricted access, and ease of automation will all vary by service, type of support, company, industry, etc., automation is subject to the greatest variability. Executing on a vision is certainly easier said than done,...
Tag(s): automation, self-service, service desk, outsourcing

 
In any service and support situation, the relationship between service providers and consumers is mechanically bounded by the service terms and conditions and a set of agreeable payment terms. What’s often missing in outsourcing-based provider-consumer relationships is a set of business rules...
Tag(s): cloud computing, outsourcing, business intelligence

 
I’ve coached hundreds of individuals in customer support and in blended sales-service environments, and, as a coach, I’ve experienced success and failure. Invariably, when coaching is successful, it’s because of a human or emotional connection to the team member and the team member’s emotional...
Tag(s): coaching