Support center analysts have a tough job. Maybe a customer (whether internal or external) has just received a new product and can’t understand the installation directions. Maybe the customer’s network connection is not working properly and it’s just one week over the computer’s warranty. Or...
Tag(s): people, customer service, practices and processes
Date Published - Last Updated February 25, 2016
A self-assist solution is one in which a person doesn’t directly rely on any other person to resolve their problem. No phone call needs to be placed. No chat window needs to be opened. No email needs to be exchanged. True self-assist (sometimes called self-service) is similar to how gas stations...
Tag(s): practices and processes, knowledge management, self-service tools, KM
Date Published - Last Updated February 25, 2016
Technological advances have made relationship building easier than ever. Nonetheless, it’s crucial to remember that although these advances provide us with tools to assist us in what we call Relationship Architecture™, these tools, in and of themselves, are not what building a business...
Tag(s): people, customer service
Date Published - Last Updated February 25, 2016
In order to run IT like a business, a technical service and support organization needs to have a clear picture of the services it provides and how these services create value for its customers. Many organizations find it difficult to define services from the customer’s perspective because...
Tag(s): business value, business alignment
Date Published - Last Updated February 25, 2016
Every once in a while, a technology evolution occurs that fundamentally changes the way business is conducted and how consumers interact, spawning an entire new ecosystem. One such technology evolution is the rise of the smartphone and mobile devices. Despite the explosive growth in mobile...
Tag(s): practices and processes, self-service tools, mobility
Date Published - Last Updated February 25, 2016
Desktop support is about more than solving technical issues for clients; it is about helping people, face to face. It isn’t just a voice over the phone or a silent adjustment to a back-end application; it’s about connecting with customers and providing solutions, even if they are not...
Tag(s): people, desktop support, customer service
Date Published - Last Updated February 25, 2016
Communication between IT and its customers has traditionally been the responsibility of the service desk. In some workplaces, consistent, organized communication is hard to achieve; the service desk may not be up to date on the services offered by other areas of IT, turf wars between various...
Tag(s): customer service, people, communications skills, marketing
Date Published - Last Updated February 25, 2016
As service management frameworks, concepts, and tools expand beyond the IT function, IT leaders and their teams play a critical role in helping define and explain the benefits of implementing a service-focused mindset across every business function. But it is important to...
Tag(s): webinars, supportworld, business value, IT service management, ITSM, enterprise service management
Date Published - Last Updated January 25, 2023
Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide...
Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
Date Published - Last Updated September 24, 2021
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld
Date Published - Last Updated February 21, 2017