If remote work is going to be a long-haul proposition, we must find new and sustainable ways to ensure our team stays connected and the work is sustainable and fulfilling. Here are three suggestions for how to make that possible.
Tag(s): supportworld, communications skills, community, employee engagement
Date Published February 16, 2021 - Last Updated February 19, 2021
A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Tag(s): supportworld, service quality, service desk, service management, best practice, change management, communications skills
Date Published February 9, 2021 - Last Updated February 19, 2021
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Tag(s): supportworld, service quality, technology, service desk, service desk technology, service management
Date Published February 8, 2021 - Last Updated February 11, 2021
These 9 individuals have been selected to provide advice and perspective on the ever-changing IT service and support industry, based on their deep experience in the field. See who’s on the list, and congratulate your colleagues for being outstanding members of our community.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 5, 2021 - Last Updated March 18, 2021
In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 3, 2021 - Last Updated January 29, 2021
In the first of this two-part series on how to deliver good service in the coming months of uncertainty, a customer experience expert shares the characteristics of a team poised to deliver a great experience every time for clients or customers.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published February 2, 2021 - Last Updated January 29, 2021
Budgets are tight in the post-COVID-19 era. It will be more important than ever to ensure that you can justify every line item. Here are five tips for telling the story of your proposed budget in a way that creates a conversation and gets results.
Tag(s): supportworld, service quality, service desk, service management, best practice, business alignment, capacity management, cost models
Date Published February 1, 2021 - Last Updated December 16, 2021
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Tag(s): supportworld, service desk, service management, customer service, ethics, HDI, ITSM, ITIL, leadership
Date Published January 27, 2021 - Last Updated February 19, 2021
In a time when our teams are spread out geographically, it’s more important than ever to employ new tools and best practices for collaboration and support. Such collaboration can create many advantages for your team, each team member, and your bottom line.
Tag(s): supportworld, coaching, collaboration, communications skills, communications technology
Date Published January 26, 2021 - Last Updated December 16, 2021
In these days of semi-permanent distance work, it’s more important than ever to take the time to take tangible steps to build up the values that are needed for your business to succeed. Here are two key areas of focus to consider for creating accountability at every level.
Tag(s): supportworld, ethics, leadership
Date Published January 25, 2021 - Last Updated January 28, 2021