Knowledge is too often hoarded by individuals and teams. To change this will require a clear signal from the top down that good knowledge management is important and a cultural shift across all teams.
Tag(s): supportworld, best practice, culture, knowledge management, KM, organizational change management
Date Published September 16, 2020 - Last Updated August 8, 2022
The number of women in IT has consistently declined or remained the same since the mid-1990s.
Tag(s): supportworld, workforce enablement, workforce enablement, diversity, business value, leadership
Date Published September 10, 2020 - Last Updated September 15, 2020
Any organization seeking long-term sustained growth must evolve its culture if it wants to move from lean start-up to established leader.
Tag(s): customer experience, workforce enablement, workforce enablement, supportworld
Date Published September 8, 2020 - Last Updated December 10, 2020
Knowing a few coding concepts can go a long way toward helping you get the most from your service management platform.
Tag(s): supportworld, service management, business value, ITSM
Date Published September 3, 2020 - Last Updated December 10, 2020
Using customer feedback to improve processes, products, and services is essential to creating greater value for everyone, both customers and employees.
Tag(s): supportworld, customer experience, workforce enablement, support center
Date Published September 1, 2020 - Last Updated December 10, 2020
Follow these three tips to give problem management the importance, priority, and resources needed to deliver business value.
Tag(s): supportworld, service management, problem management, ITSM, business value
Date Published August 19, 2020 - Last Updated December 10, 2020
Rae Ann Bruno shares her views about wowing your customer, the value of training, getting metrics right, and more.
Tag(s): supportworld, customer experience, knowledge management, KCS, metrics and measurements
Date Published August 18, 2020 - Last Updated February 20, 2024
The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, service desk, technology, metrics and measurements, desktop support, customer experience
Date Published August 13, 2020 - Last Updated January 20, 2023
When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Tag(s): supportworld, workforce enablement, customer service, customer experience
Date Published July 30, 2020 - Last Updated December 10, 2020
For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
Date Published July 29, 2020 - Last Updated December 10, 2020