Roy Atkinson interviewed Aprill Allen to discuss the urgent need for knowledge management, the efficacy of tools in the space, and more.
Tag(s): supportworld, knowledge management, automation, support center
September 27, 2018
Coaches don’t fail because they don’t understand the business. They fail because they don’t understand and empower the people who work for them.
Tag(s): supportworld, workforce enablement, workforce enablement, training, leadership
September 26, 2018
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Tag(s): supportworld, metrics and measurements, support center, performance management
September 25, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
September 19, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
September 18, 2018
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Tag(s): supportworld, workforce enablement, workforce enablement, customer experience
September 13, 2018
Julie Mohr set out to understand AI and all it has to offer the field of service and support. She came away with a fully functioning chatbot.
Tag(s): automation, supportworld, support center
September 12, 2018
Roy Atkinson interviews service management and security expert Stuart Rance to discuss the state of ITSM, what we can learn from DevOps, and much more.
Tag(s): supportworld, ITSM, devops, service management
September 11, 2018
HDI members share tips and techniques for service desk staffing during peaks in demand.
Tag(s): supportworld, workforce enablement, workforce enablement, staffing, FAQ
September 6, 2018
Follow these five steps to help your service desk team gain the skills and knowledge to resolve customer issues.
Tag(s): supportworld, support center, service desk, quality assurance
September 5, 2018