To create a culture of caring, you must understand the employee’s perspective and how this impacts the relationship with customers.
Tag(s): supportworld, support center, workforce enablement, workforce enablement, leadership, employee engagement
Date Published January 14, 2019 - Last Updated December 17, 2019
With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Tag(s): supportworld, service management, technology, ITSM, IT service management
Date Published January 9, 2019 - Last Updated December 17, 2019
Comprehending the information taught in a training class can give you a false sense of security. Applying the concepts learned takes more work.
Tag(s): supportworld, training, workforce enablement, workforce enablement
Date Published January 8, 2019 - Last Updated December 17, 2019
ITSM exists in every organization that leverages technology in achieving business results. But good ITSM has to be more than just answering the phone or making a change.
Tag(s): supportworld, service management, business value, ITSM, IT service management
Date Published January 4, 2019 - Last Updated December 17, 2019
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Tag(s): supportworld, technical support, support center, research, automation, metrics and measurements
Date Published January 3, 2019 - Last Updated December 17, 2019
Learn how to implement a multifaceted effort for your service desk.
Tag(s): supportworld, support channels, support center, service management, customer experience, multichannel support
Date Published December 26, 2018 - Last Updated April 3, 2019
Create learning objectives and baseline performance and then calculate your ROI to show how training benefits the business.
Tag(s): supportworld, support center, metrics and measurements, business value, training
Date Published December 19, 2018 - Last Updated December 19, 2018
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Tag(s): supportworld, service management, technical support, technology, trends
Date Published December 18, 2018 - Last Updated February 13, 2019
Many organizations see a significant drop in morale for employees in their second year of service.
Tag(s): supportworld, workforce enablement, workforce enablement, service desk, people, leadership
Date Published December 13, 2018 - Last Updated December 13, 2018
HDI community members share ideas for collaborating between and consolidating service desks.
Tag(s): supportworld, support center, service desk, collaboration, ITSM
Date Published December 12, 2018 - Last Updated December 13, 2018