A true enterprise service portal is not restricted to IT; it is a gateway to interacting with all of an organization's service providers from a single landing page.
Tag(s): agile, best practice, business value, ITIL, service desk, service management, support center, supportworld
Date Published November 10, 2015 - Last Updated April 19, 2019
Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, supportworld, tools, training, metrics and measurements
Date Published October 26, 2015 - Last Updated May 11, 2016
Technical support centers must demonstrate their value. They can add value with personalization, concierge services, walk-up, excellent self-service, and more.
Tag(s): business value, chat, customer experience, desktop support, mobility, multichannel support, self-service, service level agreement, service strategy, support center, support channels, supportworld, technical support, value-add, workforce enablement, customer service
Date Published October 20, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
Date Published October 8, 2015 - Last Updated May 11, 2016
Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, supportworld, workforce enablement, workforce enablement
Date Published October 1, 2015 - Last Updated May 11, 2016
The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Tag(s): supportworld, customer experience, support center, workforce enablement, cloud computing, internet of things
Date Published September 22, 2015 - Last Updated May 11, 2016
Customer service is about common courtesy, artfully delivered. True professionals stand out from the crowd and grow rewarding and satisfying careers.
Tag(s): customer service, customer satisfaction, supportworld
Date Published September 1, 2015 - Last Updated May 11, 2016
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Tag(s): self-service, support center, business of support, future of support, supportworld
Date Published June 2, 2015 - Last Updated May 11, 2016
Trusted advisors will play a pivotal role in the new world of IT. Cinda Daly sat down with industry thought leaders Malcolm Fry and Phil Verghis to learn more about how businesses can take advantage of this opportunity.
Tag(s): business of support, business value, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016
IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Tag(s): culture, future of support, support center, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016