A Business Continuity Plan can be invaluable in the case of minor incidents and a huge benefit in the unfortunate event the full BCP has to be activated.
Tag(s): supportworld, service management, disaster recovery, business continuity, business continuity planning, coronavirus
Date Published October 2, 2019 - Last Updated March 23, 2020
Tag(s): supportworld, support models, technology
Date Published October 1, 2019 - Last Updated February 20, 2024
Tag(s): supportworld, support models, technology
Date Published October 1, 2019 - Last Updated February 20, 2024
Roy Atkinson interviewed Michael Kublin about getting organizations un-stuck and practicing leadership wherever you are.
Tag(s): supportworld, workforce enablement, leadership, coaching
Date Published October 1, 2019 - Last Updated December 17, 2019
Understand why continual service improvement efforts are often abandoned after initial success and how to successfully integrate CSI activities into normal operations.
Tag(s): supportworld, service management, continual service improvement, process-improvement, practices and processes, methodology, framework and methodologies
Date Published September 27, 2019 - Last Updated December 17, 2019
Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Tag(s): supportworld, metrics and measurements, workforce enablement, workforce enablement
Date Published September 25, 2019 - Last Updated December 17, 2019
Now is a great time to take a good, hard look at your support strategy and consider a mobile-first approach.
Tag(s): supportworld, support center, customer experience, desktop support, mobile device support
Date Published September 24, 2019 - Last Updated December 17, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
Date Published September 23, 2019 - Last Updated December 17, 2019
For every service desk ticket you receive, there is a story that represents the customer journey.
Tag(s): supportworld, customer experience, service desk, support center
Date Published September 19, 2019 - Last Updated December 17, 2019
How one person with customer service experience enhanced his career with software and technical support skills.
Tag(s): supportworld, workforce enablement, support center, customer experience, customer service
Date Published September 18, 2019 - Last Updated December 17, 2019