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, 110 Days, 16 Hours, 49 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, 208 Days, 17 Hours, 38 Minutes ago
Today, outsourced service providers live in a world where customers call the shots. As a customer, you’ve come to expect more than a standard set of services. Instead of one model in one color, you want outsourced services that can be customized to your needs, uniquely branded and themed for...
Tag(s): practices and processes, outsourcing, process management, business of support, sourcing
Date Published - Last Updated 7 Years, 284 Days, 11 Hours, 55 Minutes ago
When you get comfortable, things become routine. Magic can only happen when you step outside your comfort zone. So, should you consider swapping jobs?
Tag(s): workforce enablement, professional development, case study
Date Published - Last Updated 7 Years, 283 Days, 22 Hours, 47 Minutes ago
Every leader is responsible for encouraging fresh thinking and harnessing their team’s creativity to move the business forward. No one else is in a better position to question the status quo, hear ideas about keeping the company competitive, and act on relevant ideas. Yes, leaders face urgent...
Date Published - Last Updated 7 Years, 284 Days, 10 Hours, 12 Minutes ago
When Hurricane Katrina crashed upon the Gulf Coast in 2005, the IS organization at Our Lady of the Lake Regional Medical Center, operated by the Franciscan Missionaries of Our Lady Health System (FMOLHS), sprang into full disaster mode, mustering the troops in its Baton Rouge data center to keep...
Tag(s): business continuity, business continuity planning, disaster recovery, teamwork, supportworld
Date Published - Last Updated 7 Years, 283 Days, 22 Hours, 10 Minutes ago
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...
Date Published - Last Updated 7 Years, 284 Days, 10 Hours, 26 Minutes ago
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
Date Published - Last Updated 7 Years, 284 Days, 9 Hours, 57 Minutes ago
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
Date Published - Last Updated 7 Years, 283 Days, 22 Hours, 7 Minutes ago
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
Date Published - Last Updated 7 Years, 284 Days, 9 Hours, 53 Minutes ago