Every company has a culture. The question is, is your company’s culture worth catching?
Tag(s): supportworld, workforce enablement, workforce enablement, team building, teamwork, leadership
Date Published May 10, 2018 - Last Updated December 13, 2018
There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Tag(s): supportworld, KCS, knowledge management, service management
Date Published May 9, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published May 8, 2018 - Last Updated December 13, 2018
To create a successful knowledge management program, support staff need to understand the purpose.
Tag(s): supportworld, people, knowledge management, workforce enablement, workforce enablement
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Tag(s): supportworld, workforce enablement, workforce enablement, professional development, project management
Date Published May 2, 2018 - Last Updated December 13, 2018
Automated systems are only as good as the knowledge you provide to them.
Tag(s): automation, supportworld, technology, knowledge management
Date Published May 1, 2018 - Last Updated December 13, 2018
Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business.
Tag(s): metrics and measurements, supportworld
Date Published April 25, 2018 - Last Updated December 13, 2018
Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Tag(s): supportworld, workforce enablement, workforce enablement
Date Published April 23, 2018 - Last Updated December 13, 2018
Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Tag(s): supportworld, service management, support center, incident management, knowledge management, problem management
Date Published April 20, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
Date Published April 19, 2018 - Last Updated December 13, 2018