Most organizations think about communication best practices with reference to major outages, and events, but don’t consider the impact good communication can have on first contact resolution (FConR) and mean time to resolve (MTTR), even in a day-to-day context. Large outages attract a great...
Tag(s): communications skills, best practice, webinars, supportworld
Date Published - Last Updated 7 Years, 351 Days, 2 Hours, 56 Minutes ago
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring...
Tag(s): monitoring, webinars, supportworld
Date Published - Last Updated 7 Years, 267 Days, 5 Hours, 4 Minutes ago
What is gamification—and why you should care? Simply put, gamification uses game mechanics and rewards for non-game applications in order to increase engagement and loyalty. Gamification is an important and powerful new strategy for influencing and motivating people. In this webinar, you’ll...
Tag(s): webinars, motivation, employee engagement, employee satisfaction, supportworld
Date Published - Last Updated 7 Years, 292 Days, 6 Hours, 16 Minutes ago
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Industry luminary Matt Hooper will...
Tag(s): supportworld, webinars, future of support, people, professional development
Date Published - Last Updated 7 Years, 41 Days, 1 Hour, 13 Minutes ago
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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...
Tag(s): webinars, industry, people
Date Published - Last Updated 5 Years, 130 Days, 5 Hours, 8 Minutes ago
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HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized...
Tag(s): webinars, industry, people
Date Published - Last Updated 5 Years, 133 Days, 4 Hours, 9 Minutes ago
More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total...
Tag(s): remote support tools, webinars, virtual work, virtual support tools, support models, supportworld
Date Published - Last Updated 2 Years, 2 Days, 23 Hours, 43 Minutes ago
Have you ever wondered why things are the way they are? Who defines the structure of an organization or, in this case, an entire industry? And just because it is that way now, who says that it needs to remain the same? Everything changes, and I think the time to change the way we structure our...
Tag(s): desktop support, people, workforce enablement
Date Published - Last Updated 7 Years, 140 Days, 1 Hour, 10 Minutes ago
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a...
Tag(s): webinars, workforce enablement, supportworld, remote support tools, people
Date Published - Last Updated 7 Years, 42 Days, 6 Minutes ago
Personalized support for VIPs can be expensive, but the value tends to outweigh the costs.
Tag(s): customer satisfaction, customer service, desktop support, employee satisfaction, service desk, support center, future of support, supportworld
Date Published - Last Updated 7 Years, 140 Days, 56 Minutes ago