Elaine Carr explains why chunking is such a powerful training technique for support centers.
Tag(s): workforce enablement, training, supportworld, support center
Date Published January 26, 2017 - Last Updated December 6, 2017
Since HDI started conducting research specific to desktop support, more than half the organizations responding have indicated an increase in tickets year over year.
Tag(s): desktop support, research, supportworld, metrics and measurements, support operations
Date Published January 25, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated December 6, 2017
Are you asking the right questions in customer surveys?
Tag(s): customer experience, customer satisfaction, customer service, supportworld, customer-satisfaction-measurement
Date Published January 23, 2017 - Last Updated December 6, 2017
Almost all organizations and IT departments have started automating at least some processes in their business. The long-term trend will bring with it huge potential and efficiencies for support organizations. So, how will it potentially impact your business?
Tag(s): supportworld, technical support, automation, infographic
Date Published January 20, 2017 - Last Updated March 10, 2021
Often, when IT organizations first stand up a formal problem management process, the technical staff are unsure as to when to open a problem record.
Tag(s): incident management, IT service management, ITIL, ITSM, problem management, service desk, service management, supportworld
Date Published January 19, 2017 - Last Updated December 6, 2017
Review the metrics you report for your support center more than once a year, and you’ll be better equipped to answer questions and request investments.
Tag(s): best practice, metrics and measurements, supportworld, support center, reporting-and-analytics
Date Published January 18, 2017 - Last Updated December 6, 2017
When support center tickets are escalated, delayed, bounced back and forth, and argued over, the end-user is the one who is still suffering degradation of service.
Tag(s): customer experience, customer service, escalation, support center, supportworld
Date Published January 17, 2017 - Last Updated December 6, 2017
How important is customer satisfaction in your organization, and what are you doing to improve the service you deliver?
Tag(s): customer experience, customer satisfaction, customer service, supportworld
Date Published January 17, 2017 - Last Updated December 6, 2017
If support center staff can provide support through remote control, does that mean that desktop support only responds when remote control can’t be used to resolve the issue?
Tag(s): desktop support, future of support, process management, self-service, service desk, support center, supportworld, trends
Date Published January 12, 2017 - Last Updated December 6, 2017