Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Tag(s): supportworld, metrics and measurements, staffing, support center
March 20, 2018
In today’s millennial workplace, team members seek a sense of purpose. Understanding goals and objectives of the team is key to success.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, leadership
March 15, 2018
Many service and support organizations struggle with the ability to make lasting improvements because they don't know how to assess the metrics they report.
Tag(s): supportworld, metrics and measurements
March 14, 2018
Rolling out KCS practices is the easy part; keeping a culture of knowledge sharing where employees want to participate is where things get tricky.
Tag(s): supportworld, support center, KCS, KM, knowledge management, workforce enablement, workforce enablement, culture
March 13, 2018
IT maturity is defined by the collective set of IT capabilities; it’s about what the IT department can do for the business.
Tag(s): supportworld, service management, maturity models
March 8, 2018
The decision whether to get certified depends on your personal and professional training goals and the needs of the business.
Tag(s): supportworld, training, workforce enablement, workforce enablement, certification, business alignment
March 7, 2018
You can influence the outcomes of your metrics and increase both your customer and employee satisfaction.
Tag(s): supportworld, workforce enablement, customer service, customer experience, customer satisfaction, metrics and measurements
March 6, 2018
A good SLA provides mutual benefit to both the IT organization and the business it serves.
Tag(s): supportworld, service management, SLA, service level agreement, ITSM, business value
March 1, 2018
Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Tag(s): supportworld, metrics and measurements, automation
February 27, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
February 21, 2018