Mike Hanson shares tactics and leadership lessons gained from evolving the desktop support model to a more scalable approach.
Tag(s): supportworld, support center, desktop support, culture
Date Published January 16, 2018 - Last Updated December 13, 2018
Learn how knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve.
Tag(s): supportworld, service management, support center, knowledge management, KCS, workforce enablement, workforce enablement
Date Published January 11, 2018 - Last Updated December 13, 2018
Conducting an employee engagement survey for your service desk is a good start. The next step is to deliver value based on the results.
Tag(s): supportworld, workforce enablement, workforce enablement, employee engagement
Date Published January 4, 2018 - Last Updated December 13, 2018
Technical support is not going away anytime soon…
Tag(s): supportworld, support center, technical support, automation, staffing
Date Published December 28, 2017 - Last Updated December 20, 2017
Have you experienced a well-run service desk team being thrown into chaos after an organizational change? Follow these 4 steps to rebuild trust and teamwork.
Tag(s): supportworld, support center, service desk, workforce enablement, workforce enablement, teamwork, team building
Date Published December 6, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Tag(s): supportworld, people, organizational change management, service management, change management, technology
Date Published November 22, 2017 - Last Updated August 9, 2018
The service management world is at a crossroads. The rate of change is accelerating, and we need to be thinking about our organizations as systems.
Tag(s): supportworld, automation, service management, ITSM, culture
Date Published November 9, 2017 - Last Updated December 6, 2017
See how Minnesota State University, Mankato is working to nurture a culture around knowledge sharing and gamified training for all support center employees.
Tag(s): supportworld, support center, knowledge management, gamification, training, workforce enablement, workforce enablement
Date Published October 10, 2017 - Last Updated December 6, 2017
Taking teams from fractured to functional is essential to an organization’s ability to achieve stated goals and meet the expectations of its stakeholders.
Tag(s): supportworld, workforce enablement, workforce enablement, team building
Date Published September 29, 2017 - Last Updated December 6, 2017
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Tag(s): supportworld, service management, ITSM, workforce enablement, technology, process
Date Published September 22, 2017 - Last Updated December 6, 2017