The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from happening. Here is a look as to why that is, and the steps needed to create a plan to secure your network and your customers’ personal identifying information.
Tag(s): supportworld, automation, compliance, help desk software, process, problem solving and troubleshooting, security management
Date Published March 2, 2021 - Last Updated March 12, 2021
Email was first hailed as a way to make communication more instantaneous, but it can’t substitute more immediate forms of communication that allow for back-and-forth discussion. Here is why email falls short in primacy as a communications method, and how to fix its shortcomings.
Tag(s): supportworld, communications skills, communications technology
Date Published March 1, 2021 - Last Updated March 12, 2021
In a turbulent year, the last thing you need is high turnover at your IT service and support desks. Here are some strategies to help employees feel they can do meaningful work. If employed correctly, these ideas likely will lead to a win-win situation for employees and clients.
Tag(s): supportworld, culture, employee satisfaction, employee engagement, multichannel support
Date Published February 24, 2021 - Last Updated March 12, 2021
Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Tag(s): supportworld, business intelligence, communications skills, people, teamwork, practices and processes, process, productivity
Date Published February 23, 2021 - Last Updated February 19, 2021
We’ve reviewed many worthy applications from the world of IT service and support and we're pleased to announce who has made it to the finalist round of competition. Stay tuned to learn who will be crowned the winners at SupportWorld Live.
Tag(s): supportworld, culture
Date Published February 22, 2021 - Last Updated January 20, 2023
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Tag(s): supportworld, service desk, service management, business value, culture, employee satisfaction, diversity
Date Published February 17, 2021 - Last Updated February 11, 2021
If remote work is going to be a long-haul proposition, we must find new and sustainable ways to ensure our team stays connected and the work is sustainable and fulfilling. Here are three suggestions for how to make that possible.
Tag(s): supportworld, communications skills, community, employee engagement
Date Published February 16, 2021 - Last Updated February 19, 2021
A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Tag(s): supportworld, service quality, service desk, service management, best practice, change management, communications skills
Date Published February 9, 2021 - Last Updated February 19, 2021
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published February 8, 2021 - Last Updated February 11, 2021
These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 5, 2021 - Last Updated March 18, 2021