The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Tag(s): supportworld, service management, support center, service desk, customer experience, customer service, single point of contact
Date Published July 7, 2020 - Last Updated December 10, 2020
With a skill set that combines technical aptitude with customer service and communication skills, good technical support candidates can be difficult to find.
Tag(s): supportworld, people, staffing, workforce enablement, workforce enablement, service desk, support center
Date Published July 2, 2020 - Last Updated December 10, 2020
Doug Tedder explores why problem management is so important and presents problem analysis techniques.
Tag(s): supportworld, service management, problem management, ITIL, ITSM
Date Published July 1, 2020 - Last Updated December 10, 2020
The industry has rediscovered that technology is not an end unto itself, but that its function is to serve and support people.
Tag(s): supportworld, service management, ITSM, technology, framework and methodologies
Date Published June 30, 2020 - Last Updated December 10, 2020
When you implement shift left, you create opportunities for your customers to use a tier of support that minimizes their efforts, your efforts, and costs.
Tag(s): supportworld, service management, service desk, support center, metrics and measurements, costs
Date Published June 26, 2020 - Last Updated December 10, 2020
Roy Atkinson interviewed David Moskowitz for his thoughts on the definition of systems thinking and why it’s important in IT.
Tag(s): supportworld, service management, ITSM, podcast
Date Published June 25, 2020 - Last Updated December 10, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
Date Published June 23, 2020 - Last Updated October 10, 2024
The most effective method of creating or analyzing a business process is to visually interpret the steps using a business process diagram, flowchart, or workflow.
Tag(s): supportworld, service management, process
Date Published June 18, 2020 - Last Updated December 10, 2020
Now is the time to nurture your connections with your professional network, your coworkers, and your customers.
Tag(s): supportworld, customer experience, customer satisfaction, workforce enablement
Date Published June 17, 2020 - Last Updated December 10, 2020
Racial bias is an invisible problem that is prevalent in most organizations. But the only symptom that can be witnessed is lack of minority seats at the table.
Tag(s): supportworld, workforce enablement, workforce enablement, diversity, leadership
Date Published June 16, 2020 - Last Updated December 10, 2020