Often, tech support initiatives require approval from senior management. How do support managers make the case?
Tag(s): business of support, business value, hdichat, leadership, service management, supportworld
Date Published January 9, 2017 - Last Updated December 6, 2017
Getting funded and approved for additional staff, new software tools, or other expenditures for the support center can be challenging.
Tag(s): supportworld, tools, support center, service management, RESOURCES, costs, business value
Date Published January 5, 2017 - Last Updated December 6, 2017
Has your team overcome some challenges? Have you achieved any milestones? What was one big achievement for the team in 2016?
Tag(s): teamwork, supportworld, support center, workforce enablement
Date Published January 5, 2017 - Last Updated December 6, 2017
SLAs and metrics are important, but they should not be substituted for business goals.
Tag(s): metrics and measurements, service level agreement, supportworld, business alignment, first call resolution
Date Published January 5, 2017 - Last Updated December 6, 2017
Effective communication, a binding trust, and engaged employees leads to positive results for not only your support center, but the entire organization.
Tag(s): culture, employee engagement, leadership, people, support center, team building, teamwork, supportworld, workforce enablement
Date Published January 4, 2017 - Last Updated December 6, 2017
The holidays can pose a challenge for support managers who need to have adequate staff available, but also need to accommodate vacation requests and holiday closures and time off.
Tag(s): supportworld, staffing, service management
Date Published January 4, 2017 - Last Updated December 6, 2017
Self-service gives your customers the power to solve their simple problems quickly and easily. But what if people try to use your self-service and fail?
Tag(s): customer experience, supportworld, self-service, service desk, service management
Date Published January 3, 2017 - Last Updated December 6, 2017
Traditional change management doesn’t support the rate of change required by businesses today. But DevOps can accelerate implementation of business-required changes.
Tag(s): change management, devops, business alignment, service management, supportworld
Date Published January 1, 2017 - Last Updated December 15, 2016
As tech support professionals, we must ensure that the metrics we report provide value to inform our services at operational, tactical, and strategic levels.
Tag(s): balanced scorecard, KPI, metrics and measurements, reporting, supportworld, technical support
Date Published January 1, 2017 - Last Updated December 15, 2016
Onboarding begins before the first day on the job and ends after the routine is established. Engage your rookie to set them up for success.
Tag(s): coaching, culture, employee engagement, employee satisfaction, human resources, job descriptions, leadership, motivation, people, relationship, staffing, supportworld, team building, training, workforce enablement, workforce enablement
Date Published December 29, 2016 - Last Updated April 19, 2019