Knowledge management is about more than process improvement. The real value comes from a better understanding of our customers, employees, and our services.
Tag(s): supportworld, knowledge management, ITSM, service management
August 5, 2020
Jason Wischer shares leadership ideas to help you connect with people to drive engagement and collaboration in a service and support organization.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, service desk, support center
August 4, 2020
When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Tag(s): supportworld, workforce enablement, customer service, customer experience
July 30, 2020
For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
July 29, 2020
Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Tag(s): supportworld, metrics and measurements, service desk, customer satisfaction
July 28, 2020
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Tag(s): supportworld, customer experience, metrics and measurements
July 23, 2020
Root cause analysis can play an important role in continuous improvement and general IT operations, especially if you are concerned about customer experience.
Tag(s): supportworld, service management, ITIL, root cause analysis
July 22, 2020
Consider these insights from business leaders and CIOs as we turn the corner toward the “new normal.”
Tag(s): supportworld, technical support, service management, business of support, leadership, workforce enablement
July 21, 2020
We need great leadership to make any organization not only float but also be successful. But great leaders also need to understand the importance of participation.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership
July 16, 2020
If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Tag(s): supportworld, customer experience, customer service, service management, support center, service desk
July 15, 2020