Learn what John Deere did to engineer a lean service management structure and quality improvement roadmap designed to make the organization easier to do business with.
Tag(s): case study, IT service management, service management, lean, supportworld
Date Published September 8, 2016 - Last Updated December 15, 2016
The bimodal IT model aims to be slow and careful with the critical and legacy infrastructure, but fast in delivering user and customer facing applications and services.
Tag(s): future of support, devops, service management, supportworld
Date Published September 7, 2016 - Last Updated December 15, 2016
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
Tag(s): focus series, supportworld, technical support, trends, automation, escalation, knowledge management, self-service, self-service tools, support center
Date Published August 31, 2016 - Last Updated December 15, 2016
Workforce enablement operates with the belief that engaged employees will do good, efficient work.
Tag(s): workforce enablement, supportworld, leadership, employee engagement
Date Published August 31, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants considered whether they've been operating their service desks with the customer experience in mind.
Tag(s): hdichat, supportworld, support center, service desk, customer experience
Date Published August 30, 2016 - Last Updated December 15, 2016
In last week's #HDIchat, participants shared the events they attend for professional development and why they attend those events in particular.
Tag(s): hdichat, supportworld, technical support, service management, professional development
Date Published August 30, 2016 - Last Updated December 15, 2016
Confrontation has gotten a bad rap. Not only is confrontation a good thing, it's one of the most important skills any leader needs.
Tag(s): communications skills, leadership, people, performance management, technical support, supportworld
Date Published August 29, 2016 - Last Updated December 15, 2016
What does your posture say to your customers? Does it convey active listening, or is it telling them you've checked out?
Tag(s): supportworld, customer satisfaction, communications skills, customer experience, customer service
Date Published August 26, 2016 - Last Updated December 15, 2016
In the quest to lower costs, it common to talk about deflecting phone calls to less expensive tech support channels such as self-service, chat, web forms, and email.
Tag(s): customer experience, customer service, support channels, supportworld, technical support
Date Published August 25, 2016 - Last Updated December 15, 2016
The infamous automated answering systems, known as Interactive Voice Response systems, used in all contact centers today are a source of frustration for callers.
Tag(s): automation, business value, communications technology, customer experience, customer service, supportworld
Date Published August 24, 2016 - Last Updated February 1, 2017