These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Tag(s): desktop support, customer experience, metrics and measurements, service management, support center, supportworld, technology, workforce enablement
Date Published January 31, 2017 - Last Updated December 6, 2017
IT organizations need to do more than just think that they do service management and deliver services just because they adopted ITIL.
Tag(s): business value, ITIL, IT service management, ITSM, service management, supportworld
Date Published January 24, 2017 - Last Updated December 6, 2017
Are you asking the right questions in customer surveys?
Tag(s): customer experience, customer satisfaction, customer service, supportworld, customer-satisfaction-measurement
Date Published January 23, 2017 - Last Updated December 6, 2017
How important is customer satisfaction in your organization, and what are you doing to improve the service you deliver?
Tag(s): customer experience, customer satisfaction, customer service, supportworld
Date Published January 17, 2017 - Last Updated December 6, 2017
When support center tickets are escalated, delayed, bounced back and forth, and argued over, the end-user is the one who is still suffering degradation of service.
Tag(s): customer experience, customer service, escalation, support center, supportworld
Date Published January 17, 2017 - Last Updated December 6, 2017
If support center staff can provide support through remote control, does that mean that desktop support only responds when remote control can’t be used to resolve the issue?
Tag(s): desktop support, future of support, process management, self-service, service desk, support center, supportworld, trends
Date Published January 12, 2017 - Last Updated December 6, 2017
Often, tech support initiatives require approval from senior management. How do support managers make the case?
Tag(s): business of support, business value, hdichat, leadership, service management, supportworld
Date Published January 9, 2017 - Last Updated December 6, 2017
Getting funded and approved for additional staff, new software tools, or other expenditures for the support center can be challenging.
Tag(s): supportworld, tools, support center, service management, RESOURCES, costs, business value
Date Published January 5, 2017 - Last Updated December 6, 2017
Effective communication, a binding trust, and engaged employees leads to positive results for not only your support center, but the entire organization.
Tag(s): culture, employee engagement, leadership, people, support center, team building, teamwork, supportworld, workforce enablement
Date Published January 4, 2017 - Last Updated December 6, 2017
Self-service gives your customers the power to solve their simple problems quickly and easily. But what if people try to use your self-service and fail?
Tag(s): customer experience, supportworld, self-service, service desk, service management
Date Published January 3, 2017 - Last Updated December 6, 2017