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The Latest from SupportWorld

No News Is Good News: Common Phrases that Will Destroy Your Service Quality

Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Date Published June 11, 2019 - Last Updated December 17, 2019

Show Me What You’ve Got: How to Interview Service Desk Analysts and Technicians

Faced with a 40% turnover on the service desk, this manager tried a different approach to interviewing analyst and technician candidates, with great success.
Date Published June 6, 2019 - Last Updated December 17, 2019

Transformative Training: How to Foster Learning for Service and Support Teams

As service and support leaders, it’s our job to enable and foster the environment, create the process, and engage our teams throughout the learning experience.
Date Published June 5, 2019 - Last Updated December 17, 2019

Future Forward: Executive Strategy in a New Complex World

 

If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...

Date Published June 3, 2019 - Last Updated September 22, 2021

ITSM and the Value of Knowledge-Centered Service for the Enterprise

 

Disruption has become the norm. As businesses try to keep pace with rapid change, IT support centers along with other core enterprise service groups are struggling to keep up with demand. How can they communicate effectively and maintain high standards of internal and external...

Date Published June 3, 2019 - Last Updated September 22, 2021

IT Excellence in the Age of Digital Transformation

 

In a recent poll of senior IT leaders by HDI, 60% of respondents said their top priority is business transformation, and 64% said they are investing in solutions to support business transformation. Digital transformation touches every aspect of business and depends upon...

Date Published June 3, 2019 - Last Updated September 22, 2021

IT Excellence in the Age of Digital Transformation

 

Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been...

Date Published June 3, 2019 - Last Updated September 22, 2021

AI Means Business: A Panel Discussion on Modernizing Knowledge Management

 

While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business...

Date Published June 3, 2019 - Last Updated September 22, 2021

Employ Interactive Virtual Training to Address Skill Gaps and Engage Teams

 

Keeping remote teams engaged was a challenge before the pandemic. Here we are, one year later – with limited to no in-person team interaction – and finding ways to support impactful team interactions and understand skill and knowledge gaps can be challenging and...

Date Published June 3, 2019 - Last Updated September 22, 2021

Foresight Is 2020: Trends in Technical Support and Service Management

 

The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...

Date Published June 3, 2019 - Last Updated September 22, 2021