Meet the industry experts and practitioners who want to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published January 10, 2020 - Last Updated September 2, 2020
The Housing 21 Information Services Team improved service delivery to the organization when they brought a non-IT team into a formal change management process.
Tag(s): supportworld, service management, service desk, support center, customer experience, change management
Date Published December 19, 2019 - Last Updated December 19, 2019
Knowledge management award winner Chick-fil-A HELP shares their path to improvement in CSAT, FLR, staff engagement, and call and ticket deflection.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction, KCS, knowledge management
Date Published December 18, 2019 - Last Updated December 18, 2019
Mercy Technology Services won HDI’s Best Service Improvement Initiative Award for 2019.
Tag(s): supportworld, service management, service desk, support center, customer experience, customer satisfaction
Date Published December 17, 2019 - Last Updated December 17, 2019
When people enjoy what they do and they enjoy who they work with, productivity soars.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, culture
Date Published December 3, 2019 - Last Updated December 17, 2019
Understand the four key areas to evaluate to have an effective review process for technology implementations.
Tag(s): supportworld, technology, business value
Date Published November 29, 2019 - Last Updated December 17, 2019
Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
Date Published November 26, 2019 - Last Updated December 17, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
Date Published November 19, 2019 - Last Updated December 17, 2019
Roy Atkinson talks with Julie Mohr about disruption, building a chatbot, and the need for knowledge management.
Tag(s): supportworld, service management, knowledge management, technology, customer experience
Date Published November 14, 2019 - Last Updated December 17, 2019
Make your self-service portal something customers actually want to use.
Tag(s): supportworld, support center, customer service, customer experience, self-service
Date Published November 13, 2019 - Last Updated December 17, 2019