To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
Date Published May 2, 2018 - Last Updated December 13, 2018
Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Tag(s): supportworld, workforce enablement, workforce enablement
Date Published April 23, 2018 - Last Updated December 13, 2018
Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Tag(s): supportworld, training, certification, technical support, workforce enablement, workforce enablement
Date Published April 18, 2018 - Last Updated December 13, 2018
A key mechanism for measuring service quality as part of performance management is to do quality control (QC) audits of service transactions.
Tag(s): supportworld, service management, quality management, workforce enablement, workforce enablement, ITIL
Date Published April 3, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Tag(s): supportworld, metrics and measurements, staffing, support center
Date Published March 20, 2018 - Last Updated December 13, 2018
In today’s millennial workplace, team members seek a sense of purpose. Understanding goals and objectives of the team is key to success.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
Date Published March 15, 2018 - Last Updated December 13, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
Date Published March 13, 2018 - Last Updated December 13, 2018
The decision whether to get certified depends on your personal and professional training goals and the needs of the business.
Tag(s): supportworld, training, workforce enablement, workforce enablement, certification, business alignment
Date Published March 7, 2018 - Last Updated December 13, 2018